CONTACT CENTER SENIOR MANAGER

MICRO CENTER is the nation’s leading computer and electronic device big box retailer! Our technology superstore has an industry-leading 40,000 selection of premier computer products and the most knowledgeable staff in the business. Passion, Energy & Commitment describe life at Micro Center. We are passionate about customer service and developing long-term customer relationships. We are looking for those that are committed to these same values.

We are currently seeking a self-motivated, results oriented Contact Center Senior Manager. It is Micro Center’s core promise to take care of our associates and customers which has led to our success over the last 40 years!

As the Contact Center Senior Manager, you will be the driving force behind an exceptional customer experience. You’ll lead the delivery of best-in-class customer service and technical support across inbound calls, chat, text, and email—while also creating exciting opportunities to drive sales. Leading two high-performing teams (Technical Support and Customer Service), you'll focus on exceeding customer expectations (NPS), boosting productivity, and fueling revenue growth.

Success starts with proper staffing, efficient scheduling, and strong associate engagement. It also requires ensuring teams consistently exceed performance targets. You will balance financial accountability with strategic growth and scale operations while driving profitability.

This role is perfect for a passionate leader who thrives in a fast-paced Contact Center, builds strong teams, and drives results through smart strategy, engagement, and sales focus.

MAJOR RESPONSIBILITIES:

• Passionately drive initiatives to enhance customer experience and exceed goals
• Attract, retain, and develop top Contact Center talent while building a high-performing, goal-driven team culture that promotes morale, accountability, and growth.
• Drive sales and motivate teams to exceed revenue goals through innovative, effective strategies
• Monitor key sales performance metrics, coaching teams to maximize conversion rates and upsell opportunities
• Own P&L financial responsibility for the Contact Center budget, ensuring profitable growth by increased sales, optimizing resources, scaling support operations efficiently, and driving productivity improvements
• Be the voice of the customer by leveraging customer feedback, along with associate feedback, to drive service enhancements and process improvements.
• Oversee daily Contact Center operations, ensuring smooth workflow, adherence to KPIs, and continuous productivity improvement.
• Develop and implement new strategies in partnership with retail sales, operations, and marketing
• Maintain quality service levels by enforcing quality and customer service standards, analyzing, and resolving quality, and customer technical problems, and recommending system improvements.
• Utilize data analytics and reporting to identify trends, optimize staffing, and improve scheduling efficiency.
• Implement best practices for call handling, customer interactions, and process automation to enhance efficiency.

EDUCATION & EXPERIENCE:

• Bachelor’s degree in a technical or business field preferred, with a minimum of 3 years in technical operations management
• 3 years of Contact Center people management with demonstrated experience creating/maintaining a culture of teamwork and collaboration, as well as skills including hiring, mentoring, and growing teams. 
• 8-10 years overall Contact Center experience in progressive roles
• Proven success leading company-wide technical customer support teams: driving sales initiatives, growing associates, monitoring operations, staffing, customer service, and engaging in technical communities
• Excellent problem-solving ability, offering practical and innovative solutions
• Expert knowledge in Excel experience in financial reporting, analysis, and budgeting, and the ability to analyze numbers and trends to develop meaningful insights.

MICRO CENTER OFFERS EXCEPTIONAL BENEFITS:

• Medical, Dental and Vision Benefits Coverage for Regular Full-Time Associates
• Employee Discount that includes a Friends & Family Discount Program
• Tuition Reimbursement & Education Discounts
• Paid Time Off for Regular Associates
• 401K Plan with Company Match
• Esteemed Vendor & Company Job Training
• Career Advancement Opportunities

OUR GROWTH OPPORTUNITIES:

At Micro Center, we empower our employees to set their sights high and blaze their own trails. This is a place where your future success and growth are truly a result of your own efforts and achievements. Our teams are made up of motivated individuals who work hard to advance their careers. Join our team and see how hard work, loyalty, competitive spirit and unwavering commitment to the customer can take you and your career to new places.

Micro Center is an Equal Opportunity Employer.