Contact Center Manager

General Information

Company: PRE-US

Location: St Louis, Missouri, 63146

Ref #: M34864

Function: Corporate

Employment Duration: Full-time

Benefits:

• Medical, dental and vision insurance

• Company-paid life insurance, short-term and long-term disability

• 401k program

• Generous Paid Time Off (PTO) program

Description and Requirements

Premium always seeks to hire exceptional talent to represent our clients at retail and we need you to help us deliver. Join a collaborative team of passionate professionals as Premium’s newest Operations Support Center Manager. We are seeking an experienced, knowledgeable, and process-oriented Operations Support Center Manager to join our team and help guide our Operations Center Support group to new heights!

What’s in it for you?

• Enjoy the perks of joining a Top Workplace in St. Louis

• Work on programs representing brands you know and love

• Tremendous opportunity for advancement within Premium

What will you do?

• Own staffing Premium Operations Support Center with onboarding, training, coaching, and evaluating employees in partnership with Director and Supervisor

• Manage team of 25+ employees utilizing metrics and incentives: Team Leads, Operations Support Specialist and Operations Support Representatives

• Drive team performance with metrics and motivational activities that inspire great attendance, performance, and behavior

• Assess team members using observational techniques and audio reviews

• Identify team member opportunities and coach up

• Hold regular one-on-ones with employees and complete annual performance reviews

• Handle escalation calls, chats, texts, and emails

• Assist callers with service order questions, job instructions, onboarding, software password resets, blue tooth scanners, Wi-Fi connections, retail security, and retail display demo mode resets

• Partner with I.T. and H.R. for onboarding / offboarding

• Provide feedback to business partners on job instructions and share best practices

• Identify program trends and escalate accordingly

• Complete administrative tasks as required

What experience should you have?

• Minimum 4 years in leadership role

• Experience in employee management required

• Minimum 2 years in contact center environment

• One-year retail/merchandising in consumer electronics a plus

• Candidate must have strong communication skills

• Proficient in Microsoft Office Word, Excel, Outlook – collaboration software experience ideal, such as Microsoft 365 or Google docs

• Experience with business tools such as smart phones, tablets, and/or laptops, including trouble-shooting connectivity and browsers

• Read and interpret operations documents such as scope-of-works and operating procedure manuals

• Bachelors’ Degree preferred

Equal Opportunity Employer (Disabled, Veteran) | Under applicable requirements, such as the San Francisco FCO and the Los Angeles FCHIO, we consider for employment qualified applicants with arrest and conviction records or criminal histories | E-Verify Employer

*Premium, in good faith, believes that any posted range of compensation is the accurate range for this role at the time of this posting. Premium may ultimately pay more or less than the posted range depending on candidate qualifications and locations. This range may be modified in the future.

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