Senior Manager

Caliber Collision•Lewisville, TX

3d•Remote

About The Position

Our Customer Success Team is the first stop in creating an exceptional customer experience to earn lifetime promoters. You will work closely with internal and external partners to deliver operational consistency and inspire every teammate to reach their full potential. Ensuring processes, tools and continuous improvement training assist us in delivering the highest level of customer service.

Requirements

Minimum 2 years collision industry experience preferred
Minimum 5 years customer service/call center experience
Minimum 5 years of leadership experience
Ability to Travel as needed
Knowledgeable with workforce management and process improvement
Ability to independently identify areas of opportunity and implement resolution strategies
Experience implementing and communicating large-scale initiatives through planning, collaboration, and influence. Strong change management skills.
Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires.
Must be eligible to work in the U.S. with no restrictions.

Responsibilities

Demonstrate and model Caliber’s values and organizational Culture and promote Caliber’s standards and guidelines by personal example.
Demonstrate a strong ability to lead, develop, and inspire others to achieve success
Create and maintain a high level of awareness and accountability with Contact Center leadership including Supervisors, Trainer, Leads and customer facing teammates.
Actively lead a team of Customer Success teammates and participate in the orientation and training of teammates.
Oversight of Remote (WFH) Teammates
Coach teammates for success through development of skills
Quarterly workforce planning using Workforce management
Team Builder, Subject Matter Expert and Chief collaborator with other CSCS Departments
All long-term Staffing Needs; Recruiting and Retention
Point of contact for Operations and Strategic Accounts on opportunities or help with any urgent needs they have
Monitor and coach virtual team & lead engagement meetings
Exhibit conduct of the highest ethical standards, integrity and honesty to prevent conflict between the interest of the Company and any personal interest.
Maintain absolute confidentiality of all Company proprietary information which includes, but is not limited to, information about the Company’s management, associates, accounts, methods of doing business, operations, marketing, and sales strategies.
Develop and enhance own management and technical skills, as educational opportunities are available.
Misc. projects as required