Manager Exhibitor Support

Freeman•Dallas, TX

1d•Hybrid

About The Position

Oversees and effectively leads a team of Exhibitor Support supervisors and their team members to the desired performance results. Responsible for setting and meeting customer service and sales targets, as well as planning areas of improvement and development. This position will support our Exhibitor Services team. It is eligible to work a hybrid schedule, generally requiring work in-office and/or show-site 2-3 days per week. The ideal candidate will be located in Dallas, TX; however, we are also open to candidates based out of: Houston, TX Austin, TX San Antonio, TX Orlando, FL

Requirements

Bachelor’s degree in related field of study and/or equivalent work experience
3+ years of customer service and/or call center experience
2+ years of related leadership/supervisory experience or progression

Responsibilities

Coach, inspire, and manage the high performing contact center team to ensure accurate, efficient, and timely management of customer inquiries, orders, requirements, and complaints
Ensure Exhibitor Support teams have a positive work environment, where team members fully understand expectations and are prepared to deliver sales and service targets via ongoing communication, training, quality assurance, empowerment, and recognition
Work with Exhibitor Support leadership to maintain best in class practices for policies, processes, and metrics that provide a high level of customer satisfaction, deliver optimal sales targets, and meet service standards for efficient handling
Work with Workforce Management analyst and Director to create and approve staffing schedule
Process, research, and resolve complex requirements, inquiries and/or complaints to ensure customer retention and satisfaction
Respond and resolve customer complaints and survey hot alerts
Effectively plan and manage team meetings. Communicate changes to policy and procedures to staff as needed
Work with Exhibitor Support leadership to drive revenue generation, maintain up to date product knowledge, and practice successful inbound sales approaches within the contact center team
Interview, hire, train, and develop world-class contact center team members, following established sales & support training programs
Audit staff performance and ensure that department / company policies and procedures are followed
Conduct regular quality assurance reviews to ensure performance is meeting productivity, sales, and customer experience goals
Assist Sales & Support team in handling inbound phone calls, emails, chats, and leads as needed
Maintain the highest level of accuracy, efficiency, and excellent customer service for which Freeman is known