Call Center Area Manager

Republic Services•Bellevue, WA

22h•Hybrid

About The Position

POSITION SUMMARY: The CRC Area Manager provides direct support and leadership to the customer service team(s) while maintaining a matrixed relationship with Area Field Leadership. This position is responsible for the execution of defined processes and procedures to ensure consistent and effective delivery of customer service activities within their defined Area. As an influential leader within the CRC, they must deliver results while driving our Customer Zeal philosophy. Additionally, the CRC Area Manager owns monthly sales targets by line of business, ensuring accountability for sales performance and collaborating with relevant teams to achieve these goals. The role is also responsible for improving customer retention through targeted initiatives. The role acts as a strategic partner for Area, supporting cross-functional collaboration and business growth . PRINCIPLE RESPONSIBILITIES: Primary responsibility for Customer Service Area-based performance, including ownership of monthly sales targets by line of business and driving sales results through effective team leadership and collaboration. Maintains influential partnerships with their Area leadership teams, interacting regularly and participating in regular cadences to review Area outcomes, root cause any opportunities for better service, and strategize on sales and retention improvements. Performs all responsibilities related to the management of the CRC staff including, but not limited to, managing, training, hiring, coaching, motivating, mentoring, developing, scheduling, and directing an Area team. Establishes and maintains a Customer Zeal service culture that meets assigned targets for operational, key financial, and sales performance objectives. Builds strong relationships and provides customer service expertise to support functional counterparts, acting as a strategic partner for area staff to drive business objectives and foster collaboration. Works closely with Division, Area, and Corporate personnel as a key stakeholder to support and evaluate any change management initiatives that would impact their core business processes and procedures. Partners with internal Director(s) advocate and implement appropriate action plans as the business continues to evolve. Champions Performance Management as the Republic Way for engaging leaders and their team members. Utilizes Performance Management Standard Operating Procedures to consistently exceed performance measurements and/or key business milestones. Drives performance results by setting a clear agenda for their Area and enabling their supervisors to execute on team quality, productivity standards, metrics, and sales targets. Analyzes and ensures goals (service, sales, and retention) are met and provides guidance when hurdles associated with goals are encountered, with future recommendations for improvement. Monitors, evaluates, and analyzes metrics relating to productivity, profitability, sales, and customer retention to ensure operating requirements and Corporate objectives are met. This includes quality assurance evaluations, metrics reports, and dashboards for the CRC and each team. Relentlessly fosters a diverse and inclusive environment while nurturing and supporting employee engagement. Inspires others to engage in new ways. Translates and communicates the CRC Strategy into action for Supervisors, ensuring the cascade to their entire organization, with a focus on sales and retention strategies. Train and educates supervisors as assigned, providing guidance and opportunities for onboarding and continuous training with the expectation of increasing and enhancing their knowledge and skills to build progression and succession planning within the Customer Experience Organization. Performs other job-related duties as assigned or apparent.

Requirements

Leadership experience in a large call center environment, with demonstrated success in sales target achievement and customer retention initiatives.
Ability to identify the information needed to clarify a situation; seeks information from appropriate sources; can tackle a problem using a logical, sequential approach and can anticipate the implications of actions.
Good written and verbal presentation skills.
Minimum of 5 years of customer service supervision or management experience, including responsibility for sales and retention metrics.
Experience with Salesforce and MS Office software applications.
Experience with handling multiple deadlines in a fast-paced, constantly changing environment.

Nice To Haves

Experience using bilingual skills, particularly Spanish, in a business environment

Responsibilities

Primary responsibility for Customer Service Area-based performance, including ownership of monthly sales targets by line of business and driving sales results through effective team leadership and collaboration.
Maintains influential partnerships with their Area leadership teams, interacting regularly and participating in regular cadences to review Area outcomes, root cause any opportunities for better service, and strategize on sales and retention improvements.
Performs all responsibilities related to the management of the CRC staff including, but not limited to, managing, training, hiring, coaching, motivating, mentoring, developing, scheduling, and directing an Area team.
Establishes and maintains a Customer Zeal service culture that meets assigned targets for operational, key financial, and sales performance objectives.
Builds strong relationships and provides customer service expertise to support functional counterparts, acting as a strategic partner for area staff to drive business objectives and foster collaboration.
Works closely with Division, Area, and Corporate personnel as a key stakeholder to support and evaluate any change management initiatives that would impact their core business processes and procedures.
Partners with internal Director(s) advocate and implement appropriate action plans as the business continues to evolve.
Champions Performance Management as the Republic Way for engaging leaders and their team members.
Utilizes Performance Management Standard Operating Procedures to consistently exceed performance measurements and/or key business milestones.
Drives performance results by setting a clear agenda for their Area and enabling their supervisors to execute on team quality, productivity standards, metrics, and sales targets.
Analyzes and ensures goals (service, sales, and retention) are met and provides guidance when hurdles associated with goals are encountered, with future recommendations for improvement.
Monitors, evaluates, and analyzes metrics relating to productivity, profitability, sales, and customer retention to ensure operating requirements and Corporate objectives are met. This includes quality assurance evaluations, metrics reports, and dashboards for the CRC and each team.
Relentlessly fosters a diverse and inclusive environment while nurturing and supporting employee engagement.
Inspires others to engage in new ways.
Translates and communicates the CRC Strategy into action for Supervisors, ensuring the cascade to their entire organization, with a focus on sales and retention strategies.
Train and educates supervisors as assigned, providing guidance and opportunities for onboarding and continuous training with the expectation of increasing and enhancing their knowledge and skills to build progression and succession planning within the Customer Experience Organization.
Performs other job-related duties as assigned or apparent.

Benefits

Eligible employees can elect to participate in:
Comprehensive medical benefits coverage, dental plans and vision coverage.
Health care and dependent care spending accounts.
Short- and long-term disability.
Life insurance and accidental death & dismemberment insurance.
Employee and Family Assistance Program (EAP).
Employee discount programs.
401(k) plan with a generous company match.
Employee Stock Purchase Plan (ESPP).
Paid Time Off (PTO)
Benefits https://jobs.republicservices.com/us/en/about-us/benefits
Washington PTO: https://www.republicservices.com/sites/default/files/legacy_documents/Washington-PTO-Table.pdf