Senior Manager, Contact Center

Harbor Freight•Calabasas, CA

About The Position

Our Contact Center Sr Manager leads and inspires their teams to provide an exceptional customer experience in every interaction with customers. They balance engagement and recognition with accountability for high performance. Our Contact Center Sr Manager is future focused, develops strategic plans, leads with vision, shares the why’s behind initiatives, and effectively manages change. They create a culture of high performance, accountability, continuous improvement, and teamwork. They support a professional, engaging, and fun environment to bring out the best in their teams.

Requirements

Building High Performance Teams: Acquires and retains the right talent, Trains, coaches and provides feedback, Develops team and positions them for growth
Business Acumen: Knowledgeable in current and possible future policies, practices, trends, technology, and information regarding retail data, analytics, and business intelligence, Understands the purpose and stakeholders of Harbor Freight practices, policies, procedures, and systems
Presentation Skills: Translates complex data analysis into actionable, understandable material for diverse audiences in all formats, including formal presentations to large and/or senior teams, as well as informal one-on-one updates
Managing Vision & Purpose: Makes the company vision sharable by everyone, Can inspire and motivate the entire team, Is forward looking and talks beyond today
Strategic Agility: Has broad knowledge and perspective, Sees ahead clearly and is future oriented, Can create competitive and breakthrough strategies and plans
Customer Focus: Role models delivering an exceptional customer experience every time, Uses good judgment and acts with teams and customers in mind, Understands and teaches how operational execution directly affects the customer experience, Establishes and maintains positive interactions with customers, peers, and associates through respectful and effective communication

Responsibilities

Customer Experience: Lead by example, Champion the customer experience, Empower teams to overcome obstacles, Reward great service
Operational Execution: Improve KPI’s through behavioral coaching, Monitor and adjust staffing daily, Maintain appropriate service levels, Challenge status quo
Talent Optimization: Utilize interview guides and hire right, Demonstrate effective feedback and coaching, Drive performance management, Build high performing teams
Profit Maximization: Control overtime through cross training initiatives, Manage expenses, Empower with company in mind, Deliver on operational objectives