Mgr Service Center US

Mary Kay • Town of Addison, WI

1d • Onsite

About The Position

Manager position provides leadership, strategic and tactical direction in a high-volume service center that includes workflow support to ensure the positive representation of the Company to the independent sales force and end consumers. Accountable for translating strategic direction into measurable actions, providing direction and empowering team members to independently evaluate and creatively resolve issues. Manages the service center workforce process. Responsible for managing the skill sets required and ensuring sufficient staff is in place to manage the call volume and support the sales force effectively and efficiently. In addition, established and ensures that quality goals are set and achieved across the organization. Ensures that progress against goals is consistently and objectively measured, and team members understand the link between their work and the business goals. Drives change effectively. Manages the development and writing of training materials. Strong presentation skills required. Utilizes developed project management skills to lead the planning and/or implementation of specific projects. Provides vital trends, and feedback to management and other departments to meet Golden Rule Service goals.

Requirements

• Bachelor’s degree or equivalent in Education, Communications, Organization Development or Adult Learning Theory.
• 7+ years of experience in high volume, multi-shift contact or customer service center with workflow support.
• Must have a working knowledge of technologies including: Multi-channel contact center systems in an environment that supports calls, emails, and chat, RingCentral and/or Vonage, Customer Relationship (CRM) systems, Interactive Voice Response (IVR) systems, training technology, and quality monitoring systems.
• Advanced knowledge of customer satisfaction and quality service practices.
• Ability to use judgement and diplomacy in interactions with sales force and end consumers in the exchange of information and resolution of concerns.
• Proven ability to demonstrate leadership skills effectively leading and influencing, and interacting with confidence.
• Must possess strong analytical skills to be able to analyze, interpret and apply Mary Kay Inc. business practices and promotions.
• Must possess strong critical thinking skills to identify service-impacting issues and take corrective actions or recommend solutions.
• Must have excellent project management skills to manage multiple projects and meet deadlines.
• Exhibit excellent oral and written communication skills and solid presentation skills.
• Be flexible to change shift and/or schedule due to changing business needs and travel to outlying Branches to conduct training.

Nice To Haves

• Bilingual English/Spanish is preferred, but not required.

Responsibilities

• Oversees service center resource and administration operations and acts as an advisor to service managers who are the primary contacts, in leading and directing operations.
• Responsible for collaborating across functional lines and for providing ideas, information, and solutions to improve operational efficiencies and to meet operational and financial goals.
• Serves as an information resource across levels and departments, bridging cross departmental policies and processes and offering solutions.
• Evaluates new programs and identifies impact to resource and training.
• Plans and organizes workforce management including forecasting, scheduling, and traffic and utilization analysis.
• Ensures the integrity of workforce system data and historical reporting.
• Regularly analyzes the need for additional cross-training and recommends training.
• Responsible for service center GRS monitoring and coaching and analyzes service delivery to quality measurements.
• Ensures that productivity, performance, activity, and historical reports are accurate and timely.
• Actively partners with service center leadership to anticipate future work and plan, prioritize and allocate resources to ensure the overall success of the service center.
• Leads department project impacting the department’s ability to service the sales force from a skills standpoint. This includes the planning and implementation which could include new tools, changes to existing tools, new systems, or enhancements to new systems.
• Capability to prioritize and manage multiple projects with critical deadlines and attention to detail.
• Demonstrate collaboration and negotiating skills to develop productive partnerships while confronting issues and coming to resolution.
• Ensures open communication to voice varying perspectives and space for creativity on the project team.
• Ability to express complex ideas in a clear and concise manner.
• Anticipates consequences of decisions, potential drawbacks, or opportunities for change.
• Interfaces and builds relationships across Team US and Corporate departments to represent business and operational perspective on a wide range of Mary Kay programs, promotions, initiatives, and technology and application updates and to proactively identify initiatives impacting the service center work process, workload, or service levels.
• Provides feedback and guidance for questions about both direct and indirect employee progress.
• Responsible for administering staffing programs by achieving a working knowledge of all contact disciplines.
• Administers all aspects of the program including staffing and scheduling needs, participant training, certification sessions, and certification status reporting.
• Manages the development and writing of training materials.
• Assesses and leverages adult learning practices and technology.
• Strong presentation skills required to present new and updated materials.
• Selects, develops, motivates, and coaches team members to ensure the achievement of individual and departmental goals.
• Ensures progress against goals is consistently and objectively measured and team members understand the link between their work and the business goals.
• Consistently evaluates the timeliness and effectiveness of the team’s communication.
• Drives change effectively in a high involvement, teamwork-oriented environment.
• Evaluates the impact of changing business requirements, procedures and programs on productivity and performance measurements.
• Develops and controls cost center forecast.
• Monitors expenses and provides variance explanations.
• Reviews and reconciles monthly purchasing card statement.
• Continually reviews operational procedures and staffing levels to determine their impact on quality and productivity goals.
• Supports special events such as Seminar, Career Conference and other sales force events and travels to those events as needed.
• Promotes Safety, Wellness, and Information Security.

Benefits

• A comprehensive health plan which includes medical, dental, and vision with low premiums
• 401(k) plan
• A generous profit-sharing program
• Free access to on-site fitness center and on-site clinic

What This Job Offers

• Job Type: Full-time
• Career Level: Manager