Manager, Customer Service Operations

Manager, Customer Service Operations

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Job Description

Our Manager, Customer Service Operations enables best in class service to our B2B customers and sales by planning and implementing call center strategies and operations; improving systems and processes; managing staff. This is a critical role to driving a center of excellence mentality and supporting the Global Plumbing Group’s (GPG's) vision. You will inspire us to meet or exceed all key performance measures with efficiency and sustainability including but not limited to: Customer Service Operating Systems, Resource Scheduling/Planning, and Project Management. The Manager, Customer Service Operations will implement best practices, processes, and systems to optimize service and efficiency within current and future operations. You will serve as a leading member of the Customer Service Leadership Team with several direct reports. This role will assist with the strategy development and metric attainment for the daily operations of our B2B contact center.

• Manage the call handling, workforce planning and facilities in the Customer Service Organization. This includes the direct management of the US operation and future expansion
• Implement best operating practices to drive continuous improvement, innovation and excellent service.
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Qualifications

• Bachelor’s degree is required. MBA is preferred.
• Minimum of 5 years of experience in a call center industry to include prior experience in a leadership capacity.
• Awareness of call center industry trends and technological advances.
• Demonstrated knowledge of Microsoft Office tools.
• Ability to plan and execute based on analytics.
• Proven knowledge of call, order, OCR, and workforce management systems including: SAP, Commerce/C4, Avaya, Esker, Stella.
• Proven success in leading cross functional teams and projects.

Additional Information

Fortune Brands' Global Plumbing Group (GPG) is a multi-brand plumbing business that is inspiring people by designing beautiful experiences with water. GPG's trusted brands include Moen and the House of Rohl portfolio. We welcome you to visit the Moen.com and HouseofRohl.com websites to learn more about us and why we are a top workplace.

Fortune Brands' GPG is an equal opportunity employer. GPG evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Fortune Brands' GPG is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to [emailprotected] and let us know the nature of your request along with your contact information