Senior Manager, Contact Center - Remote

About the role

The Contact Center Sr Manager leads and inspires their teams to provide an exceptional customer experience in every interaction. They balance engagement and recognition with accountability for high performance, develop strategic plans, lead with vision, share the why’s behind initiatives, and effectively manage change. They create a culture of high performance, accountability, continuous improvement, and teamwork, supporting a professional, engaging, and fun environment.

Responsibilities

• Customer Experience
  • Lead by example and champion the customer experience
  • Empower teams to overcome obstacles
  • Reward great service
• Operational Execution
  • Improve KPIs through behavioral coaching
  • Monitor and adjust staffing daily to maintain appropriate service levels
  • Challenge the status quo
• Talent Optimization
  • Utilize interview guides and hire right
  • Demonstrate effective feedback and coaching
  • Drive performance management and build high-performing teams
• Profit Maximization
  • Control overtime through cross-training initiatives
  • Manage expenses
  • Empower teams with company objectives in mind
  • Deliver on operational objectives

Success Drivers

• Building High-Performance Teams
  • Acquire and retain the right talent
  • Train, coach, and provide feedback
  • Develop the team and position them for growth
• Business Acumen
  • Knowledgeable in current and future policies, practices, trends, technology, and information regarding retail data, analytics, and business intelligence
  • Understand the purpose and stakeholders of Harbor Freight practices, policies, procedures, and systems
• Presentation Skills
  • Translate complex data analysis into actionable, understandable material for diverse audiences in all formats, including formal presentations to large and/or senior teams and informal one-on-one updates
• Managing Vision & Purpose
  • Make the company vision shareable by everyone
  • Inspire and motivate the entire team
  • Be forward-looking and talk beyond today
• Strategic Agility
  • Have broad knowledge and perspective
  • See ahead clearly and be future-oriented
  • Create competitive and breakthrough strategies and plans
• Customer Focus
  • Role model delivering an exceptional customer experience every time
  • Use good judgment and act with teams and customers in mind
  • Understand and teach how operational execution directly affects the customer experience
  • Establish and maintain positive interactions with customers, peers, and associates through respectful and effective communication

Pay

The anticipated salary range for this position is $110,800–$166,100, depending on location, knowledge, skills, education, and experience. This position is also eligible for an annual discretionary bonus.

Benefits

• Comprehensive and competitive benefits to Associates (and their families), including medical, dental, vision, life insurance, and short-term and long-term disability
• Eligibility to enroll in the company’s 401k plan
• Accrual of paid time off up to 200 hours per year (inclusive of PTO, floating holidays, and paid holidays)
• Paid sick time up to 80 hours per year, unless otherwise required by law