About Current Media Group:

Current Media Group (CMG) is a collection of direct mail and online brands offering products direct to consumer. We are well-known for products ranging from fun and trendy gifts to stationery and personalized gifts. Many of our unique and creative cards and gifts are designed and manufactured at our Colorado Springs, CO location. We also manage four call centers to include Current, Club Monaco, LaSenza and Intermix.

We are eagerly looking for an ambitious Call Center Supervisor to help us manage the Call Center Department with the support of 3 team leads to provide world-class customer service to Current Media Group, Club Monaco, LaSenza and Intermix customers. This individual will report to the Director of the Call Center and Logistics and be responsible for the department’s daily operations and service and budget goals. The pay range for this position is $55,000 to $65,000 per year.

Responsibilities:

• Effectively lead the CMG Call Center Department’s daily operations
• Responsible for operations management outside normal business hours
• Take responsibility for the CMG Call Center Budget and effectively collaborate with upper management on any ideas, issues, and problems
• Effectively manage the flow and coverage of phone, mail order, email, and online chat customer service tickets
• Effectively recruit and train new employees, identify their daily objectives and coach them for excellent performance
• Create staffing plans to provide proper levels of coverage depending on the needs of the business (busiest in Q4)
• Stay close to the details, monitor key inputs and outputs, and find innovative ways to evolve our current workflows and processes to drive productivity and effectiveness (meet/set KPI’s)
• Provide a positive work environment that fosters teamwork and improves employee retention
• Review and approve weekly Payroll
• Prepare weekly/monthly/annual operation and employee performance reports
• Set own priorities related to the organization's goals without direction from others
• Building partnerships and working collaboratively with others to meet shared objectives

Requirements:

• At least 5 years of managerial experience in a call center or similar department
• College degree in Business or other related studies
• E-Commerce experience is a big plus
• Exceptional communication and interpersonal skills
• Excellent organizational skills, with a problem-solving ability
• Ability to develop, review, and analyze reports
• Proficiency with Microsoft Office tools
• A willingness to get actively involved in day-to-day actions to ensure accuracy, and timeliness
• Strong customer service skills is required
• Ability to perform with high degree of independent judgment, discretion, and confidentiality; make complex decisions within short amount of time
• Ability to deal with change and ambiguity well; adjusts and alters behavior when change occurs so priorities are still met

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• Weekends as needed

Work Location: In person