Contact Center Assistant Manager

Duluth Holdings • Mount Horeb, WI

325d • $58,000 - $72,500 • Remote

About The Position

Position is responsible for supervising daily operations and personnel aiming for maximum efficiency and cost-effectiveness, improving customer service experience, creating engaged customers, and facilitating organic growth. This position will focus on developing the front-line staff to ensure we provide world-class service in addition to gaining efficiencies through ongoing process improvements. This position will also be responsible for grooming our new leaders and building the leadership bench. Creating a 'great place to work' for all employees will be another focus for the Assistant Manager.

Requirements

• Experience in a call center management position with responsibilities for service levels, operating expenses and staff development
• Working knowledge of phone routing systems, order management system, workforce management and call reporting systems
• Keyboard and computer experience (MS Excel, MS Word, MS PowerPoint as well as Google)
• Detail oriented with a high level of accuracy
• Proven ability to identify process shortfalls & submit workable changes
• Proven analytical skills that support the objective of cost control within the department
• Excellent planning and execution skills
• Ability to communicate to upper level management in a summary level format

Responsibilities

• Develop objectives for the call center's day-to-day activities and conduct effective resource planning
• Set, communicate, and implement performance goals for the contact center
• Implement strategies and operations to ensure consistent high quality customer service while identifying areas of improvement and propose effective solutions
• Lead the team to ensure continuous coaching/training of call center staff for improved customer service and for individual employee development
• Develop and maintain a consistently high level of personal motivation among staff members
• Implement and review operational policies and procedures to ensure compliance with data protection rules and other legal updates
• Develop and maintain a positive team environment allowing for the open discussion of new ideas and methods, improvements in the department's ability to serve our customers, and helping other departments as needed
• Build the bench-select and develop individuals who can step into a leadership role
• Assure that all actions taken with direct reports are in accordance with established company policies
• Handle escalated customer complaints or inquiries
• Conduct regular meetings with the team to discuss performance and updates
• Generate and present performance reports to upper management
• Work closely with other departments to ensure consistent customer service and satisfaction
• Participate in proactive team efforts to achieve departmental and company goals
• Adopt organizations values in personal work behaviors, decision making, contributions and interpersonal interactions
• Assist in additional tasks assigned by the manager

Benefits

• Multiple Medical plan options
• Dental & Vision plans
• Medical and Dependent Care Flexible Spending Accounts
• Health Savings Account including company contributions
• Company paid Life Insurance and AD&D
• Company paid Short-Term Disability
• Other various voluntary benefits including: Accident, Critical Illness, Hospital Indemnity, Long-Term Disability and Supplemental Life Insurance
• 401(k) Employer Match
• Employee Stock Purchase Plan to purchase Duluth Trading Co. stock at a discount
• 12 weeks of Parental Leave at 100% pay
• Paid holidays: New Year's Day, Martin Luther King Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day
• Paid Time Off: take it as you need it policy for exempt employees
• Daily pay available
• 40% Employee Discount
• Flexible Fridays
• Onsite fitness center

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Clothing, Clothing Accessories, Shoe, and Jewelry Retailers