Job Description

The Customer Care Center Manager leads a team of non-exempt Customer Care Professionals who deliver outstanding service to our customers via inbound/outbound calls, along with email, chat, text and other emerging forms of communication. The Manager will hire, train, observe, and develop associates who adhere to company values and policies while inspiring them to achieve all performance goals including revenue, quality, and customer experience. He/she will handle customer escalations as required and serve as the primary contact at the site for all operational issues.

Primary Responsibilities:

1\. Manage and lead a group of Customer Care Professionals (CCPs) monitoring quality, behavior, and performance to ensure that we are meeting Office Depots vision of service. Conduct coaching, training, and quality observations (QAs) to improve performance. Conduct ongoing team meetings/group training for all company process updates. Address customer feedback results with CCPs.

2\. Recognize, motivate, and inspire CCPs who excel in required levels of performance while coaching CCPs who fall short of expectations. Conduct monthly one-on-one meetings to focus on continued associate performance, growth, and development. Review CRM, Call Disposition, QA, SR reports to ensure agents are following all Customer Care standards. Manage payroll, time off, annual performance reviews and PDP goal setting.

3\. Attend cross-functional conference calls and contribute to or lead special projects or tasks as needed.

4\. Address facility maintenance, safety, security and operations issues via defined internal processes. Work with vendors, or landlord as outlined in SOPs or guidelines.

Education & Experience

Level of Formal Education: High School Diploma or GED, Bachelors Degree Preferred

Area of Study: Business or other related area

Years of Experience: Four to seven years experience and/or training

Type of Experience:

Minimum 5 years proven customer service management with revenue growth responsibility

Minimum 5 years experience with Quality and Performance Management methodology (call and database quality monitoring and coaching)

Special Certifications: (CPA, Etc.)

Language Skills: English

Technical Competencies: Adobe, Project, PowerPoint, Excel, Word, ability to access/manipulate department databases. Oracle, CRM, Medallia

Skills and Ability:

Excellent verbal and written communication skills

Demonstrated planning, organizational, analytical and decision making skills required

Experience in developing and implementing associate programs i.e. motivational, developmental.

Decision making ability with a bias for action.

Abillity to develop new and innovative strategic concepts, ideas and tactics.

Ability to motivate, develop, maintain and retain professional customer service employees.

Abililty to influence peers and coworkers in a positive manner.

Ability to manage priorities to achieve both short term results and strategic objectives.

Information Systems: (People Soft, etc.)

PeopleSoft, Outlook, Broadsoft/Transera, Kronos, Oracle, myCloud, Gmillennia, AOPS, Web Support, OD Rewards

Personal Attributes:

Self-motivated, analytical, entrepreneurial spirit, results driven, inspires/motivates teams and individuals.

Keen listening skills and ability to follow direction in a changing enviornment.

Other/Preferred:

Decision making ability with a bias for action.

A thorough understanding of consultative selling.

Pay, Benefits & Work Schedule

Office Depot and Office Max offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! For immediate consideration for this exciting position, please click the Apply Now button.

How To Apply

Click the Apply Now button and follow the instructions on each page. When you have completed the application, click the submit button.

Equal Employment Opportunity

Office Depot and Office Max is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.

We will consider for employment qualified applicants with arrest and conviction records City & County of San Francisco Fair Chance Ordinance.