What are the responsibilities and job description for the Senior Manager, Contact Center position at Potpourri Group?
Potpourri Group Inc. (PGI) was founded in 1963 with a single consumer catalog. Over the years, we have expanded through both internal innovation and strategic acquisitions, evolving into one of America’s most successful multi-brand direct-to-consumer merchants. Today, we proudly serve millions of customers annually.
At PGI, we seek individuals with unique talents, skills, and, most importantly, passion. Our team members are enthusiastic professionals who love what they do, arriving each day ready to dive in and contribute. They take initiative, take pride in their work, and are trusted to work independently while embracing teamwork. Collaboration is at our core - employees readily share ideas, offer support, and contribute to a positive, dynamic workplace.
PGI fosters a collaborative, team-oriented culture driven by an entrepreneurial spirit. We encourage creativity, innovation, and out-of-the-box thinking. Great ideas come to life not only in formal meetings but also through brainstorming sessions, casual conversations, and spontaneous discussions. While the workload is demanding, deadlines are tight, and critical projects are always in motion, our team pulls together to make things happen - because we care. At PGI, colleagues become more than co-workers; they become part of a community. For us, this is more than just a job - it’s a passion, a purpose, and a career.
Position Overview:
Potpourri Group is seeking a Senior Manager of Contact Center Operations, key position at our Fulfillment Center in Littleton, Massachusetts. The Senior Manager will manage the day-to-day operations of a segment of the organization’s operations environment in compliance with established policies and procedures. The Senior Manager interprets and implements procedures for the organization, ensures employee conformance to established practices and proper training of staff. This person is responsible for auditing current procedures for efficiency in the operation. The Senior Manager instills the notion within all employees at all levels that the business primary goal is to provide the highest quality service possible to all of our customers.
Essential Responsibilities:
- Ensures that the Contact Center department runs efficiently and is profitable
- Directs the operating activities of multiple area centers including overseas partners
- Exhibits leadership skills and is an effective facilitator
- Ensures that all employees within the department are working towards a common goal
- Manages day to day business budgetary constraints
- Develops short and long term plans for the organization
- Ensures that the organizations goals and objectives are appropriately defined, communicated and achieved
Qualification 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
- Demonstrated ability in planning and organizing, strategic thinking, coaching and supervision, prioritizing budgeting, problem solving, data analysis, oral and written presentations, decision making, enforcement of policies
- Excellent organizational skills with the ability to manage multiple projects and priorities; must work well in a fast paced environment
- Demonstrated ability to recruit, train, motivate and retain personnel and to balance the staffing strengths with profitability
- Strong analytic and reasoning abilities
- Well-developed interpersonal skills
- Demonstrated ability to establish credibility and be decisive, coupled with the ability to recognize and support the organizational preferences and priorities
Benefits/Perks!
- Full benefits package including Medical, Dental, Vision and 401k 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
Please contact Susan Horrigan, Senior Corporate HR Recruiter at (978) 215-3793, or you may apply directly through our corporate website: PotpourriGroup.com
Potpourri Group Inc. is an Equal Opportunity Employer
