What are the responsibilities and job description for the Contact Center Operations Manager position at Potpourri Group?
Potpourri Group Inc. is a leading multi-brand direct-to-consumer merchant with a rich history dating back to 1963. We have evolved over the years through innovation and strategic acquisitions, establishing ourselves as one of America's most successful companies.
We seek individuals who share our passion for delivering exceptional customer service. Our team members are dedicated professionals who take pride in their work, striving to make a positive impact every day. They embody our core values of teamwork, collaboration, and entrepreneurial spirit.
Our culture fosters an environment that encourages creativity, innovation, and out-of-the-box thinking. Great ideas come to life through brainstorming sessions, casual conversations, and spontaneous discussions. While our workload is demanding, deadlines are tight, and critical projects are always in motion, our team works together to achieve success - because we care.
Position Overview:
We are seeking a Senior Manager of Contact Center Operations to join our team at our Fulfillment Center in Massachusetts. The ideal candidate will manage the day-to-day operations of a segment of our organization, ensuring compliance with established policies and procedures. This individual will interpret and implement procedures, ensure employee conformance to established practices, and provide proper training.
Key Responsibilities:
- Manage the Contact Center department to ensure efficiency and profitability
- Direct the operating activities of multiple area centers, including overseas partners
- Exhibit leadership skills and facilitate effective communication
- Ensure all employees within the department work towards a common goal
- Manage day-to-day business operations within budgetary constraints
- Develop short- and long-term plans for the organization
- Ensure the organization's goals and objectives are defined, communicated, and achieved
Required Skills:
- Strong understanding of contact center systems and prior experience managing onsite contact centers and third-party outsourcing vendors
- Must be passionate about providing superior customer service
- Strong understanding of technology and reporting
- Demonstrated ability in planning and organizing, strategic thinking, coaching, and supervision
- Excellent organizational skills with the ability to manage multiple projects and priorities
- Demonstrated ability to recruit, train, motivate, and retain personnel
- Strong analytic and reasoning abilities
- Well-developed interpersonal skills
Benefits:
- Full benefits package including medical, dental, vision, and 401(k) with company match
- Paid vacation time, sick time, and holiday pay
- Company-paid life insurance and disability insurance
- Employee discounts, Hays Perks Program, Employee Assistance Program, and Good RX
