What are the responsibilities and job description for the Customer Service Senior Manager position at Potpourri Group?
Potpourri Group Inc. is a pioneering multi-brand direct-to-consumer merchant, founded in 1963 with a single consumer catalog.
We have evolved over the years through both internal innovation and strategic acquisitions, expanding into one of America's most successful merchants.
We seek highly skilled and passionate individuals to join our dynamic team, where collaboration and creativity thrive.
The Senior Manager of Contact Center Operations will oversee the day-to-day operations of a segment of our organization's operations environment.
This individual will interpret and implement procedures, ensure employee conformance to established practices, and provide proper training to staff.
Key Accountabilities:
- Ensure the Contact Center department operates efficiently and profitably
- Lead the operating activities of multiple area centers, including overseas partners
- Develop and implement effective strategies to drive growth and improve performance
- Manage daily business operations within budgetary constraints
- Ensure alignment of organizational goals and objectives
Requirements:
- Strong understanding of contact center systems and prior experience managing onsite contact center as well as third-party outsourcing vendor(s)
- Must be passionate about providing superior customer service
- Strong understanding of Technology and Reporting
- Leadership and strategic thinking abilities
- Organizational and time management skills
- Ability to recruit, train, and motivate personnel
- Effective communication and interpersonal skills
