Our client, which is an Industry Leader and one of the Largest E-CommerceRetailers of their products and supplies in the country, is seeking an experienced and proven CALL CENTER MANAGER ? CUSTOMER SUPPORT for their Detroit area center. Candidate will be responsible for leading the Vending Support Center team in the development of operational customer service & support models as well as the growth of key operational strategies, processes/procedures, tools and functions, preferably in a B2B environment. In addition, this position is responsible for operational financial planning, performance measurement and problem solving methodologies to support and ensure the department is operating at the optimum level.
? Strong People Management skills.
? Experience in the coaching and development of supervisors and staff.
? Establishing better accountabilities within the Call Center.
? Change Management Experience is a MUST
? Prefer candidates come from a B2B background or a mix of B2B and B2C.
? Prefer person coming from larger size company who can bring new ideas, methods and processes.
? Good Analytical Skills for analyzing reports and using them as tools for identifying areas that can be improved. This is a metrics driven environment.
? Polished personality who can deal with Senior Executives in IT and other areas of the business.
? Strategic Thinker but with a Hands-On style of Leadership.
? Proven experience in implementing Process Improvements initiated in past positions that added value to their company.
? Bachelor?s Degree is a MUST, no exceptions.
? 5+ years of Customer Service ? Call Center Operations Management experience managing Reps and Supervisors.
COMPENSATION: $85K to $110K Base Salary Plus Bonus Potential + Relo Assistance on a Case by Case Basis
Qualified & Interested Applicants please email resume in a Word attachment