Acosta Group • Saint Louis, MO 63112
Job #2711550501
Contact Center Manager
General Information
Company: PRE-US
Location: St Louis, Missouri, 63146
Ref #: M34864
Function: Corporate
Employment Duration: Full-time
Benefits:
Medical, dental and vision insurance
Company-paid life insurance, short-term and long-term disability
401k program
Generous Paid Time Off (PTO) program
Description and Requirements
Premium always seeks to hire exceptional talent to represent our clients at retail and we need you to help us deliver. Join a collaborative team of passionate professionals as Premium's newest Operations Support Center Manager. We are seeking an experienced, knowledgeable, and process-oriented Operations Support Center Manager to join our team and help guide our Operations Center Support group to new heights!
What's in it for you?
Enjoy the perks of joining a Top Workplace in St. Louis
Work on programs representing brands you know and love
Tremendous opportunity for advancement within Premium
What will you do?
Own staffing Premium Operations Support Center with onboarding, training, coaching, and evaluating employees in partnership with Director and Supervisor
Manage team of 25+ employees utilizing metrics and incentives: Team Leads, Operations Support Specialist and Operations Support Representatives
Drive team performance with metrics and motivational activities that inspire great attendance, performance, and behavior
Assess team members using observational techniques and audio reviews
Identify team member opportunities and coach up
Hold regular one-on-ones with employees and complete annual performance reviews
Handle escalation calls, chats, texts, and emails
Assist callers with service order questions, job instructions, onboarding, software password resets, blue tooth scanners, Wi-Fi connections, retail security, and retail display demo mode resets
Partner with I.T. and H.R. for onboarding / offboarding
Provide feedback to business partners on job instructions and share best practices
Identify program trends and escalate accordingly
Complete administrative tasks as required
What experience should you have?
Minimum 4 years in leadership role
Experience in employee management required
Minimum 2 years in contact center environment
One-year retail/merchandising in consumer electronics a plus
Candidate must have strong communication skills
Proficient in Microsoft Office Word, Excel, Outlook - collaboration software experience ideal, such as Microsoft 365 or Google docs
Experience with business tools such as smart phones, tablets, and/or laptops, including trouble-shooting connectivity and browsers
Read and interpret operations documents such as scope-of-works and operating procedure manuals
Bachelors' Degree preferred
Equal Opportunity Employer (Disabled, Veteran) | Under applicable requirements, such as the San Francisco FCO and the Los Angeles FCHIO, we consider for employment qualified applicants with arrest and conviction records or criminal histories | E-Verify Employer
*Premium, in good faith, believes that any posted range of compensation is the accurate range for this role at the time of this posting. Premium may ultimately pay more or less than the posted range depending on candidate qualifications and locations. This range may be modified in the future.
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