Senior Call Center Manager

Job Summary:   

The primary objective of this position is to provide the tools, directive, and motivation to the Inside Sales team within the assigned Call Center so that they may provide the best customer service possible and enhance sales. A Call Center Manager serves as a liaison for other departments within and outside of Midwest Veterinary Supply, representing the company as it relates to corporate policies and procedures.

Essential Job Functions:   

• Directly manage the Call Center team by answering questions related to promotions, blitzes, spiffs, policies and procedures. Resolve issues that may arise related to order processing, customer relations, returns, and credits. Working closely with Outside Sales Management to obtain corporate directives.
• Develop a training program schedule and train the Call Center team on a weekly basis by monitoring, coaching, and mentoring each direct report which may include remote employees. Compile and calculate reports from Cognos including sales and spiff goals, clinic territory assignments as well as customer target lists, and territory analysis reports, Review accounts not doing business and assign for cold calling purposes. Turn in Inside Sales Representative monthly report to National Inside Sale Manager. 
• Create and analyze reports for Call Center metrics and KPI's. suggesting operational adjustments to improve performance. Collaborate and partner with Call Center Managers and ISR team leads to create and maintain unified goals and ensure they are met. Assist with annual Call Center Manager performance reviews. Assist with budget allocations and adherence to them. 
• Coordinate branch special incentive functions and spiffs with manufacture partners. Coordinate vendor meetings, training webinars including Brainshark, channel-link, Vet-Advantage training modules and conference calls. Lead weekly team meetings 
• Maintain a schedule of PTO to assure adequate phone coverage. Track absences and tardies as they relate to the attendance policy. Process payroll timecards accurately and timely on a daily basis. 
• Ensure that all pertinent correspondence received from both internal and external customers is disseminated to all appropriate representatives and assist with interpretation. 
• Perform other duties as assigned. 

Supervisory Responsibilities:

Manage the Call Center staff by providing tools, training, directive, and motivation. Interview, in cooperation with the National Inside Sales Manager, hire, and train new Inside Sales Representatives. Progressively discipline for inappropriate performance according to the Performance Program criteria in cooperation with the National Inside Sales Manager or Human Resources Department.

Organizational Competencies:

Must be able to perform job responsibilities in a professional manner, consistent with the needs of our internal and external customers and in accordance with all policies, procedures, and manuals.  Maintain a good work ethic while taking intentional steps toward the fiscal health of Midwest Veterinary Supply.  

Job Requirements & Qualifications:

• Must be able to perform each essential function satisfactorily
• A high school diploma or equivalency (GED) is required.
• Two years of managerial experience is preferred
• Five years of managerial experience as a Call Center Manager is preferred 
• A minimum of two years of experience within the veterinary industry is required
• A minimum of two years of experience within customer service or phone sales is required
• A minimum of two years of experience with Call Center software and technology 
• Ability to read, write and speak English           
• Ability to read and interpret documents such as safety rules, employment policies, operating instructions, and procedural manuals.
• Superior listening and verbal communication skills to include the ability to demonstrate diplomacy and professionalism
• Strong organizational skills
• Ability to work accurately with highly detailed information
• Solid understanding of budgeting processes and basic financial analysis skills
• Excellent organizational and leadership skills
• Outstanding interpersonal skills
• Willingness to step in wherever the team/Manager needs you 

Mental & Physical Demands: 

• Attention to detail to assure accuracy of orders 
• A fast pace of work to meet frequent deadlines, time management skills
• Continuous contact with customers and direct reports
• Regular contact with co-workers
• Potential for stress related to a typical customer service problem resolution process
• Continuous and sometimes rapid use of hands for writing and computer keyboard 
• Continuous use of a computer monitor requiring close vision
• Continuous use of a telephone – listening and speaking skills
• Ability to work at a desk throughout the day
• Ability to attend off-site meetings which may require air travel

Equipment Used:

Regularly uses typical office equipment including computer keyboard and terminal, telephone, fax and copier.

Work Environment:

Work is typically performed Monday through Friday in the Branch office environment. Weekend availability may be required. Occasional local and/or overnight travel is required as requested by management. A typical work day may entail periodic visits to the warehouse, where moderate exposure to dust and dirt may be expected 

About Us:
Midwest Veterinary Supply, Inc. (MVS) has provided quality service and merchandise to the veterinary profession since 1961. Our products are distributed from eight branches located in key geographic locations within our trade area. We take great pride in getting our orders out the same day as called in and having the product in the customer's hand the next day. MVS carries products and equipment from most major manufacturers. As we continue to grow, our goal will be, as it has always been, to provide the veterinary profession the very best in service along with quality merchandise at fair and competitive prices.

Midwest Veterinary Supply believes in providing equal employment opportunities for all employees and will not violate any law prohibiting discrimination for or against any employee or applicant for employment on the basis of any characteristic protected under local, state, or federal statute, ordinance, or regulation.  To view applicable employment notices, please click here to visit our Careers page.  California residents, click here to view the California Consumer Privacy Act Disclosure.

Job duties and requirements may be subject to modification to reasonably accommodate individuals with disabilities. Requirements are representative of the minimum levels of education, experience and skills required to perform the essential functions of this job. The job description does not constitute a written or implied contract of employment. Midwest Veterinary Supply reserves the right to revise or change job duties and responsibilities as the need arises.

MVS1961