Skip Navigation

Contact Center Lead

Oakdale, Minnesota

Job ID 14979883 Salary Job Type Full-time Date posted 01/24/2020

Description

Primary Objective & Scope of Position:

To supervise and provide a professional level of service and support to all customers and employees that utilize the Contact Center for a variety of purposes and facilitates recommended action in a manner consistent with Slumberland and Contact Center guidelines.

Essential Functions and Accountabilities:

Lead:

  • Assist in hiring, scheduling, training and corrective action of personnel.
  • Supervise Contact Center activity ensuring successful performance of all related responsibilities; resolve escalated customer calls; facilitate operational action creatively, professionally, timey and cost efficiently.
  • Team scheduling for all hours ensuring coverage and process fulfillment during store hours.

Communication and Leadership

  • Attend training, department and company meetings. Identify non-conformance's and trends in a professional, contributive fashion.
  • With Department manager, provide feedback/suggestions toward improvement/process development.

Measurements and Reporting

  • Manage monthly KRA scorecards for outside call center, sales directors and Contact Center teams. Scorecards are shared at the cabinet level and drive organizational change and relationships with outside call center.

Safety

  • Adhere to safety policies and practices; consistently models safe behaviors and risk reduction procedures.

Daily Essentials

  • Daily implementation of company Mission, vision and strategy in compliance with Principles and Values.
  • Receive, respond and manage initial requests for services from customers/users through a variety of means: phone calls, mail, stores, emails, IS tickets, etc. in a professional and timely manner.
  • Assist in the administration and billing of contracted parties that perform work for Slumberland.
  • Perform follow-up and order maintenance to ensure task completion and alert customers and vendors of situation status and delays efficiently/effectively within Contact Center and Slumberland guidelines.
  • Maintain department performance levels regarding schedule adherence, phone & time rates, timeliness of response and finalizing rates, response times, open file sizes, service levels, etc.
  • Represent Slumberland to outside vendors by providing reliable, professional resource information and guidance to assist in the training, development and performance of action being taken on behalf of Slumberland and our customers.
  • Perform a variety of duties related to customer contact that include customer survey mailing, recording and administration, franchise call monitoring, disbursement of information, etc.
  • Maintain ongoing operation process knowledge and skill base through training attendance, participation, retention and practice that will enable performance of requested tasks in professional and timely manner.
  • Accurately input customer interaction information into computer applications or Escalate systems; comply with company operational guidelines regarding data input to insure customer history, vendor chargeback information, delivery/pickup activity, service activity reference, etc. in a timely and appropriate manner.
  • Provide service and miscellaneous information to customers and employees utilizing the Customer Service Dept by researching information or providing appropriate direction elsewhere.
  • Take action to resolve a variety of request and situations as indicated by employees and customers to maximize the user's experience as established in Slumberland Mission Statement and Values. Includes arranging operational processes to facilitate action; processing sales order transfers & web orders; answering calls from 1-800 number and processing phone orders; scheduling deliveries, exchanges or returns; negotiating settlements; collecting and recording customer payments.

Requirements

High school diploma plus one year advanced training and a minimum of two years administrative or customer service experience with proven success in office communication techniques. General working knowledge of Microsoft Office and Outlook. Retail software experience preferred.

Additional Description

EEOC Statement

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Information on race, gender and national origin will only be used for statistical and recordkeeping purposes, and will not be used in making any employment decisions. All information provided will be kept separate from your expression of interest. Providing this information is strictly voluntary, and you will not be subjected to any adverse action or treatment if you choose not to provide this information. If you do not choose to answer these questions, we ask that you select "Decline to Identify" for each question. Thank you for your voluntary cooperation.

Enter your Email for Job Alerts

Let us know what you are interested in.Search for a category, location, or category/location pair, select a term from the suggestions and click the add button.

  • Corporate Office, Oakdale, Minnesota, United StatesRemove

LinkedIn Job Matching

Let us search jobs for you based on your skills and
experience listed in your LinkedIn profile.

linkedin-for-me