Manager Support Center

Advantage Sales And Marketing, LLC Irving , TX 75061

Posted 3 months ago

Summary

Manager Support Center

At our Company, we grow People, Brands, and Businesses! We are seeking a talented Support Center Manager, you will be responsible for managing the daily operations of the Support Center. This includes the management of the Support Center assisting field Event Specialists and various Field Management roles. This individual will provide key operational support to the Internal Operations Teams, Field Recruiting, Field Operations and Client Services to aid in the execution of client projects.

The Support Center Manager will work closely with our Field Specialist to assist with questions and issues regarding the Field and provide feedback to the Internal Operations Management. This individual will also work closely with the Call Center vendors to resolve issues, create efficiencies, and process for the Support Center. The Support Center Manager will also work with the Field Operations Leaders to help create a knowledge base; FAQ's and further develop the Support Center team.

Take this opportunity to join North America's leading business solutions provider and build your career working with amazing people in a growing industry! Apply today!

What we offer:

  • Full-Time Benefits (Medical, Dental, Vision, Life)

  • 401(k) with company match

  • Training and Career Development

  • Generous Paid Time-Off

Responsibilities:

  • Assess issues from Field Reps, triage responsibilities, delegate tasks and provide operational support to Director, Internal Operations.

  • Train and coach the Support Center team.

  • Manage HR/Payroll processing (payroll adjustments, attendance and time off request, performance reviews).

  • May be required to escalate a concern/issue to the Internal Operations Management in order to get the complaint resolved.

  • May be required to conduct additional research to resolve questions or concerns.

  • Create Staffing analysis/report to ensure Call Center is staffed correctly at all times.

Qualifications:

  • Bachelor's Degree or equivalent job-related experience required in Customer Service

  • 5-8 years of customer service experience; either for external customers or internal employee service

  • 2-3 years directly managing a Call Center team

  • Excellent organization, time management, Detail oriented, and reporting skills

  • Strong written and oral communication skills

  • Excellent customer service orientation and good interpersonal skills

Responsibilities

The Company is one of North America's leading sales and marketing agencies specializing in outsourced sales, merchandising, category management and marketing services to manufacturers, suppliers and producers of food products and consumer packaged goods. The Company services a variety of trade channels including grocery, mass merchandise, specialty, convenience, drug, dollar, club, hardware, consumer electronics and home centers. We bridge the gap between manufacturers and retailers, providing consumers access to the best products available in the marketplace today.

Job Duty

  • Assess issues from Field Reps, triage responsibilities, delegate tasks and provide operational support to Director, Internal Operations

  • Provide timely feedback regarding the service provided to our Field Teams to Operations Management.

  • Serve as a direct point of contact for the Support Center team.

  • Ensure that our Field Specialists receive an exceptional level of service or help with their questions and concerns.

  • Train and coach the Support Center team

  • Manage HR/Payroll processing (payroll adjustments, attendance and time off request, performance reviews)

  • Interact with our Field Representatives to provide information in response to inquiries about programs or services.

  • Update Internal Operations Team on important and urgent program changes

  • Communicate with our Field Representatives and Internal Management through a variety of means telephone, email and/or internet.

  • Handle general questions and escalated complaints according to guidelines established by the company.

  • Resolve Support Center issues with Field based Regional Directors

  • May be required to escalate a concern/issue to the Internal Operations Management in order to get the complaint resolved.

  • May be required to conduct additional research to resolve questions or concerns. May be required to follow up with an individual Field Representative until a question is answered or an issue is resolved.

  • Manage a team of 7-10 Support Center Specialists

  • Ability to work a flexible schedule (Monday - Sunday, 6am- 7pm, 40 hours/week). Working 2 weekends a month are required.

  • Hold Call Center status meeting with project updates

  • Create Staffing analysis/report to ensure Call Center is staffed correctly at all times

  • Pull and create special reports to ensure the Support Center is working efficiently and tracking types of call activity

  • Act as the liaison between Support Center team and Internal Operations Team

  • Provide issue analysis to Senior Management team

Supervisory Responsibilities

Direct Reports

  • Hires, retains, trains, coaches, guides, directs, and develops direct reports using company-wide processes, tools and resources

Indirect Reports

  • Does not have direct reports, but may delegate work of others and provide guidance, direction and mentoring to indirect reports

Travel and/or Driving Requirements

  • Travel is an essential duty and function of this job. Driving is not an essential duty or function of this job.

  • Travel up to 10 %

Minimum Qualifications

The following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job

Education Level: (Required): Bachelor's Degree or equivalent experience

Field of Study/Area of Experience: Customer Service

  • 5-8 years of customer service experience; either for external customers or internal employee service

  • 2-3 years directly managing a Call Center team

  • Microsoft Excel, Word, Power Point, Internet Explorer, software programs

  • Excellent organization, time management, and reporting skills

  • Detail oriented

  • Strong written and oral communication skills

Skills, Knowledge and Abilities

  • Ability to manage a team of 7 - 10 individuals

  • Ability to resolved escalated Call Center complaints

  • Well-organized, detail-oriented, and able to handle a fast-paced work environment

  • Track record of building and maintaining customer/client relationships

  • Flexible and adaptable, able to change and alter according to changes in projects or business environment

  • Ability to work independently and prioritize duties with minimal supervision, in order to meet deadlines

  • Ability to complete multiple duties with accuracy shifting from one to another with frequent interruptions and competing deadlines

  • Basic computer skills including familiarity with Word, Excel, and Internet usage

  • Excellent customer service orientation

  • Good interpersonal skills

  • Strong prioritization skills

Environmental & Physical Requirements

Office / Sedentary Requirements

Incumbent must be able to perform the essential functions of the job. Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.

Job duties include additional responsibilities as assigned by one's supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is only intended to help describe job duties and for planning purposes. Regardless of any such estimate, schedule, or guideline, associates must always record all time worked for our company (which includes but is not limited to on-site work time in an assigned store, office, or other work location; required waiting time; administrative time; and work-related travel time).

Important Information

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of associates so classified.

The Company is committed to providing equal opportunity in all employment practices without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law. As part of this commitment, the Company shall provide reasonable accommodations of known disabilities to enable an applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

The Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable federal, state and local laws including Fair Chance Initiative for Hiring (Ban the Box) Ordinances. All of our positions require the satisfactory completion of a background check. Please be aware that acknowledging or having criminal convictions does not constitute an automatic bar to employment. Factors including, but not limited to age and time of the offense, seriousness and nature of the violation, and rehabilitation will be taken into account.


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