Manager, Contact Center

Remote (United States)

In partnership with other leaders, the Manager will help lead the organization, oversee daily operations, and successful execution of the centralized Care Center. This includes managing frontline and supervisory staff and being accountable for consistent performance, including the ability to meet established key performance indicators that support access, productivity, sales, cost, and an optimal consumer experience.

The Manager will serve as a subject matter expert on their respective service(s) and general contact center operations. This position is responsible for building trusting relationships and partnering with leaders and frontline staff in the Care Center to continually improve service delivery, driving rapid and sustained process improvement initiatives, and championing change management efforts in the teams they support. The Manager will partner with key stakeholders to help improve our associate onboarding, training, quality, projects, technology enhancements, internal communication, and reporting. In addition, they will assist with escalations, coaching & development of frontline and supervisory staff, administrative functions, and help manage controllable costs. This role requires excellent communication and interpersonal skills to engage with associates and leaders alike.

Because the Care Center is a technology-dependent department, the Manager must demonstrate competence to operate across various technology platforms. The Manager must exhibit strong dedication to providing outstanding customer service, take responsibility for performance, and maintain relationships that are equally respectful to all, and ensure the delivery of a high-quality service that consistently meets established performance indicators within a rapidly growing organization.

Essential Job Functions:

Demonstrate through behavior Papa’s mission, vision, values and service standards
Must ensure a service oriented, high performing operation by leading, engaging, coaching and developing the supervisory staff. You will be supporting your teams’ effort by creating a servant leadership culture while delivering an exceptional customer experience
Must enable an environment that develops our front line leaders and fosters mutual respect, trust, responsibility and core values while connecting people and improving lives during our day to day operations
Create an environment that assures the productivity, performance, and well-being of each employee in the department and celebrates their success.
Establish team and individual goals in support of departmental and company objectives, coaches and mentors, front line leaders in skill development, customer service elevation and company culture behaviors.
Regularly report and monitor key performance indicators and partner with leaders to adjust operations accordingly to meet objectives
Manage Care Center daily activities and balances workload to ensure department targets are met in accordance with department and client Service Level Agreements.
Participate in the ongoing development and optimization of the Care Center operations; including recruiting, training, quality, technology, policies, and procedures.
Demonstrate commitment to continuously improving customer experience and achieve First Call Resolution.
In alignment with Papa culture, create a safe, professional, and positive work environment that embraces employee engagement.
Establishes and promotes effective relationships with team members and front line leaders that fosters compassion, authenticity, integrity, respect and dignity
Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment.
Regularly review and discuss performance and provide coaching, mentorship and accountability as needed for frontline and supervisory staff.
Participate in the activation of new Papa services and enhancements.
In partnership with Workforce Management, monitors current and future inbound and outbound call volume; supports appropriate staffing levels, attendance and productivity accountability, schedule changes, and recruiting efforts to achieve target.
Serve as teams’ liaison and advocate with other departments for the purpose of customer advocacy, clear communication, continuity of operations, and any other events that impact our customer’s experience
Handles and ensures escalated calls from customers often involving time sensitive situations, and resolves them to the customer’s satisfaction, while adhering to all company and regulatory policies and procedures. Ensuring timely intervention when needed and provides follow through on each interaction.
Communicate on a regular basis with the Care Center through various channels, including team meetings, newsletter, and one-on-one as appropriate to ensure awareness.
Demonstrate expert human relations and influencing skills that encourage results and promote continuous process improvement and cultural alignment
Commit to ongoing learning by developing your team; ensuring programs are in place and encouraging frequent recognition to drive performance
Coordinate and implement reward and recognition programs to drive both group and individual performance
Ensures compliance with corporate and departmental policies and guidelines
Identifies areas of opportunity through customer feedback, interaction with functional leaders; trends and analysis to positively influence support strategy, team performance and service improvement
Collaborate with Employee Relations and HR on recruiting top talent, department documentation, policy administration, and ensuring a fair and consistent work environment.
Foster a spirit of teamwork and unity among peers and team members

Knowledge And Skill:

Proven team builder with experience in developing organizational culture
Proven ability to use data analytics to drive operational, quality, and financial performance in accordance with department and organizational goals
Must be able to perform root cause analysis to present finding in a documented manner
Effective at championing a compelling vision and leading by example, guiding teams through difficult transitions
Personal integrity and an ability to work under stress in a fast paced environment
Demonstrated interpersonal, customer relations, and communication skills
Ability to lead or facilitate training and education
Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
Ability to monitor and assess performance of self, teams and the operation to make improvements or take corrective action
Strong organizational and coordination skills
Demonstrated ability in successfully collaborating with multiple partners in a matrix environment
Strong problem-solving skills, with ability to handle complex scenarios
Strong people management skills, with ability to coach and provide support to team members
Ability to drive change at professional and cultural level
Ability to drive performance improvement by actively scanning for disruptive processes and pursuing partnerships to bolster team’s performance capability
Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues
Proficient in time management with superior prioritization skills
Self-motivator, quick thinker, proactive, and detail- and results-oriented
Demonstrated interpersonal, customer relations, and communication skills with the ability to use discretion when discussing confidential personnel or consumer-related issues
Demonstrated ability in successfully collaborating with multiple departments
Effective at leading by example
Ability to communicate professionally while maintaining confidence, confidentiality, integrity, and objectivity
Strong decision making skills
Ability to work independently as well as collaboratively
Strong verbal and written communication skills, the ability to communicate in a clear, constructive, and professional manner
Remaining customer-centric when managing communications and issues.
Demonstration of regular, consistent and punctual attendance
Experience and proven track record with change management in a large omni-channel contact center setting
General understanding of cloud based telephony systems, IVR, skill-based priority routing, chat, email, and associated reporting
Working knowledge of Workforce Mgmt. workflows and protocols
Expertise in contact center interaction quality management
Proficiency in business systems, including Google Workspace, Microsoft Suite, and CRM.
Flexible schedule, willing to work off hours and weekends, and some holidays

Education & Experience Requirement:

Bachelor’s Degree or equivalent experience
5+ years of leadership experience in a large contact center environment OR
Currently in a supervisor position within the department for at least 6 months.
Bilingual in English/Spanish Preferred