Contact Center Manager

What makes Pampered Chef unique
We aren't your typical company - we act like owners, crave challenges, seek out learning opportunities, and thrive in an environment of empowerment and accountability. We want the best people who are passionate about driving results and continually getting better. Our team is guided by our core values and our purpose of enriching lives. Our open floor plan and flat organization ensure that you will take ownership of key projects and work closely with our leaders. We've set a clear strategy for growth; we're focused on driving our reinvention and capitalizing on the numerous opportunities across our industry. Additionally, we have a unique blend of being a long-term focused, small, agile company backed by the resources of Berkshire Hathaway.
About the Customer Solutions Manager Role
The Customer Solutions Manager is an integral member of the Company. This leadership position provides direction, motivation, and supervision of the daily operations of a 50+ team of Customer Service professionals supporting phone/email/chat/social media interactions. This individual serves as a strategic leader who is attuned to the ever-changing needs of our customers and business, serving as the subject matter expert to increase performance and efficiencies that deliver on our promise of exceptional customer experience.
As a leader of the Customer Solutions team, you will:
Manage daily workflow of department, including order resolution, customer complaints; make real-time decisions to resolve issues that balance the needs of the customer and company.
Map a strategy for the team that positions the customer service strategy for best-in-class practices, leveraging industry insights and operational data to meet the needs of our customer base and company goals.
Effectively monitor internal data to determine performance trends and make recommendations. Present concepts to key teams and lead the project design and implementation, providing quality results on-time and on-budget.
Recognize and respond appropriately to problems and challenges; arrive at sound solutions through analysis and weighing of relevant facts; use good judgment in difficult situations; understand and consider short and long term impact of decisions
Possess a strong curiosity to challenge status quo and lead the teams to test/learn/refine improvements and innovation that will retain our focus on streamlining processes while maintaining excellent customer experiences.
Strong problem solving skills, interpersonal skills and ability to develop working relationship with the business leaders within the company
What we're looking for in a new team member:
4+ years progressive customer service experience, with a minimum of 2 years experience as a supervisor / manager in a small-mid size inbound contact center. Experience working with phone/chat/email is preferred.
Strong communication and writing skills and demonstrated ability to communicate complex information clearly and persuasively to create engagement and support across multiple levels within the organization
Must possess ability to analyze data and report on center performance; knowledge and proficiency of call center management tools and principles, and knowledge of and proficiency in quality improvement tools and processes
Demonstrates excellent interpersonal skills and instills a teamwork philosophy
Ability to effectively train, mentor, and coach and direct others
Proven ability to work effectively within all organizational levels and departments to achieve desired results; the ability to work independently and as a member of a team
Create and monitor the key performance drivers of the business to drive strategy and take corrective action when required
Ability to multi-task, work under pressure and meet deadlines
Self-motivated and ability to work in a fast-paced, growth-oriented environment.
More about Pampered Chef
We are a global brand delivering curated, high-quality kitchen solutions through a network of over 40,000 independent consultants and a rapidly growing online business. We began as a Chicago-based start-up in 1980 and today are part of the Berkshire Hathaway family of companies. Now we're leveraging our company's strong foundation to reinvent our company and our brand for future growth. We're searching for world class people to help reshape our company to deliver on our purpose of enriching lives one meal and one memory at a time.
If this sounds like a potential fit for you then we'd love to hear from you !

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