Assistant Contact Center Manager

Boden is seeking an experienced Assistant Call Center Manager to create and maintain a culture of excellence within the Contact Center. One that inspires the team to meet and exceed the expectations of customers and performance metrics.

The Contact Center is open seven days a week with the Assistant Call Center Manager position being a flexible, Full Time, exempt position. The Contact Center is a hybrid environment, working three days in the office and two days working remotely after the completion of training within the Pittston, PA office.

Boden, a British clothing retailer with a Contact Center in Pittston, PA started with a shirt. Well, eight to be precise. In 1991 when Johnnie Boden couldn't find a 'just right' shirt, he crafted them himself from his kitchen table. Years later and he's fronting a major British clothing brand. It took hard work, determination - countless cups of tea - and brand values that we still champion today; stylish, grounding, uplifting.

At Boden, we inspire you to live your best life. Stylish, grounded, uplifting – that’s us. We behave like your best friend. We always strive to improve and grow. We curate a world of beauty that’s ethical, inclusive – and importantly – good fun. We are Boden!

JOB SUMMARY:

• Create and maintain a culture of excellence within the Contact Center that inspires the team to meet and exceed the expectations of customers and performance metrics.

ROLE RESPONSIBILITIES:

• Manage and lead a team of Supervisors in the day to day running of the customer services and delivering exceptional experiences to customers while meeting their performance & productivity targets
• Plan, organize, staff and lead the daily work activities of the Contact Center
• Hold weekly one to one meetings with direct reports
• Provide regular performance feedback, including identifying opportunities for improvement for individual growth and development
• Drive performance by managing productivity; productivity goals; and other metrics
• Manage, motivate, and inspire the teams to succeed
• Foster an environment with a feedback loop around decisions made, status of initiatives, etc.
• Assist Supervisors to develop their team by providing mentorship, guidance, create performance objectives for their CSRs to grow their skills
• Work with Supervisors to develop coaching or performance plans
• Collaborate with HR on employee issues
• Review reports and tasks to ensure operational efficiency
• Work with training team:
  • Coordinate quality feedback
  • Recruit, develop, retain and inspire a talented, multi-skilled team
  • Training of Supervisors and CSRS
  • CSR communication updates
• Develop monthly and quarterly contact center goals and action plans
• Share business, customer, and team feedback
• Collaborate with the UK CC on global initiatives
• Collaborate with other areas of the business to create efficiencies and improve Kate’s experience
• Follow and deliver on the Boden Leadership Behaviors of a people manager
• Provide support to Contact Center Manager
• Additional responsibilities as assigned

REQUIREMENTS:

• Minimum 5 years people management experience
• Minimum 3 years customer service/contact center experience
• Strong leadership skills
• Proficiency in Microsoft Office: Word, Excel
• Excellent verbal and written communication skills
• Excellent interpersonal, customer service and conflict resolution skills
• Strong analytical and problem-solving skills

We want Boden to be the place everyone wants to work. Friendly, open and tolerant. A best-of-British company with diverse teams, equal opportunities, and fair working and recruitment practices. We believe in hiring the best person for the job whoever they are, helping them thrive in it and celebrating their individuality.

Benefits:

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