Senior Contact Center Manager

Staples Aurora , CO 80041

Posted 1 week ago


Position Summary:

Directs the operations of the Aurora contact center and remote workers associated with the business supported there, for a total responsibility of 200+ associates. Manages a CCM and Team Managers that are responsible for managing the day-to-day operations. The Sr Contact Center Manager is responsible for the development of a high performing leadership team through quality hiring, performance management and developmental assignments. You will be responsible for delivering on our Customer Experience expectations through the application of; analytics and reporting, operating systems, policies and procedures, operating structure, and information flow. As the Sr Contact Center Manager you will understand and drive Key Performance measures, develop business plans for contact center operations including; budget development, associate empowerment strategies and associate and customer retention strategies reflecting of a workplace of choice.

Primary Responsibilities:

  • Lead the Aurora Contact Center in all areas of operations, processes and associate development.

  • Develops a highly motivated management team and an outstanding Customer Service organization through development of a strong organizational structure, focus on leadership development and exceptional quality performance in all areas of Staples Customer Service.

  • Establish and lead teams on internal goals and objectives in conjunction with Staples' goals and objectives.

  • Works with management team to set associate and maintain performance standards.

  • Oversees the creation, implementation and maintenance of motivational plans, succession plans, and training plans.

  • Meets regularly with the team to keep them current on operational issues, company news, and incoming facing events.

  • Lead the Aurora Contact Center Team in conjunction with the Staples Customer Service Network in areas of consistency in practices, business continuity and associate development.

  • Oversees the establishment of a quality environment capable of achieving sales and service goals through 100% customer satisfaction.

  • Initiates steps toward a total quality operation.

  • Analyzes and investigates operational procedures; streamlines where appropriate; executes changes for more cost-effective/service-based processes in order to achieve long-term business objectives.

  • Establishes and maintains a constructive communication network with peers in interactive departments to drive improvement.

  • Oversee the process of meeting and exceeding all operational/financial metrics.

  • Manages Call Center within budget/forecast at targeted performance levels.

  • Develops and implements planning activities including forecasting short and long term strategies, staffing and budget management.

  • Works with Staples senior management to define long term goals.

  • Partner with Workforce Management Team to set and reach service levels, answer rate, training and communications goals.

  • Meet staffing numbers (Network and by department)

  • Meet Auto In goals or Productivity goals

  • Partner with Workforce Management to set and achieve training goal

  • Develop and implement empowerment strategies and procedures to create a one and done environment.

  • Direct large projects and reporting in support of these strategies


Basic Qualifications:

  • 8-10 years of prior contact center/customer service management or related experience.

  • Must be able to make timely decisions on problems/issues requiring immediate attention

  • Establish clear, realistic timelines for goal accomplishment.

  • Hold people accountable for achieving their goals.

  • Establish strategies for achieving individual and team goals.

  • Summarize business and financial data in a useful manner for planning and decision making.

  • Consistently search for ways to improve customer service.

  • Foster a sense of energy, ownership, and personal commitment to the work.

  • Develop team capabilities

  • Create an environment for open and honest communication

  • Seek diverse ideas and points of view to achieve business success

  • Must have experience managing a large staff of associates.

  • Knowledge of ACD, AS400, Email systems, and Internet

  • Experience preparing and managing large budgets

  • Strong project management expertise

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.


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Senior Contact Center Manager