Job Description

Our Contact Center Sr Manager leads and inspires their teams to provide an exceptional customer experience in every interaction with customers. They balance engagement and recognition with accountability for high performance. Our Contact Center Sr Manager is future focused, develops strategic plans, leads with vision, shares the why's behind initiatives, and effectively manages change. They create a culture of high performance, accountability, continuous improvement, and teamwork. They support a professional, engaging, and fun environment to bring out the best in their teams.

Responsibilities:

Customer Experience

• Lead by example
• Champion the customer experience
• Empower teams to overcome obstacles
• Reward great service

Operational Execution

• Improve KPI's through behavioral coaching
• Monitor and adjust staffing daily
• Maintain appropriate service levels
• Challenge status quo

Talent Optimization

• Utilize interview guides and hire right
• Demonstrate effective feedback and coaching
• Drive performance management
• Build high performing teams

Profit Maximization

• Control overtime through cross training initiatives
• Manage expenses
• Empower with company in mind
• Deliver on operational objectives

Success Drivers:

Building High Performance Teams

• Acquires and retains the right talent
• Trains, coaches and provides feedback
• Develops team and positions them for growth

Business Acumen

• Knowledgeable in current and possible future policies, practices, trends, technology, and information regarding retail data, analytics, and business intelligence
• Understands the purpose and stakeholders of Harbor Freight practices, policies, procedures, and systems

Presentation Skills

• Translates complex data analysis into actionable, understandable material for diverse audiences in all formats, including formal presentations to large and/or senior teams, as well as informal one-on-one updates

Managing Vision & Purpose

• Makes the company vision sharable by everyone
• Can inspire and motivate the entire team
• Is forward looking and talks beyond today

Strategic Agility

• Has broad knowledge and perspective
• Sees ahead clearly and is future oriented
• Can create competitive and breakthrough strategies and plans

Customer Focus

• Role models delivering an exceptional customer experience every time
• Uses good judgment and acts with teams and customers in mind
• Understands and teaches how operational execution directly affects the customer experience
• Establishes and maintains positive interactions with customers, peers, and associates through respectful and effective communication

The anticipated salary range for this position is $110,800- $166,100 depending on location, knowledge, skills, education and experience. This position is also eligible for an annual discretionary bonus. In addition, we offer comprehensive and competitive benefits to Associates (and their families) such as medical, dental, vision, life insurance, short-term and long-term disability. Eligible Associates are able to enroll in our company's 401k plan. Associates will accrue paid time off up to 200 hours per year (inclusive of PTO, floating holidays, and paid holidays). Paid sick time up to 80 hours per year unless otherwise required by law.

Requirements

Qualifications
Experience

• 5+ years' supervisory experience in Contact Center leadership, including 2+ years' experience with an in-home agent model
• Retail or hospitality experience preferred
• Strong computer skills, including MS Office (Excel, Word, PowerPoint) required

Education

• Bachelor's Degree, preferably with a business or communications focus or equivalent experience

Workspace Requirements

• Contact Center Managers are required to have a space within their home to create a desk setup that is conducive to remote work. Additionally, an internet speed of 1GB or greater is required (HFT supports all Contact Center Associates with a monthly Internet Allowance to offset cost of maintaining 1GB speed).

Physical Requirements

• Stand, walk, sit for extended periods of time
• Speak and listen to others in person and over the phone
• Read from computer screen and reports
• Type 35 words per minute
• Lift up to 15 lbs.

Availability
Ability to work a flexible schedule, including weekends and holidays. Regular attendance is an essential function of the job.

Primary Duties

• Lead, coach and develop direct and indirect reports. Build and maintain a culture of accountability and ownership.
• Drive engagement and retention by hiring right, ensuring the necessary training and coaching, and rewarding high performance. Ensure all team members have the opportunity to grow and develop.
• Design regular engagement activities to promote an environment that supports Excellence in Execution while providing a positive, professional experience for Associates.
• Oversee all day-to-day aspects of the Customer Support teams, including Tier 2 activities
• Manage and measure Service Levels. Embrace the core value of Continuous Improvement to consistently challenge current service levels and drive to improve.
• Identify and measure the appropriate Key Performance Indicators (KPI's) to drive performance and deliver an exceptional customer experience. Frequently review KPI's for effectiveness and adjust the goals to maximize performance.
• Ensure appropriate coverage needed to support customer demand by overseeing all aspects of staffing and scheduling, including demand planning, hiring, scheduling.
• Track and manage expenses to budget. Forecast future expense, technology, and staffing needs during the annual budgeting process.
• Build a pipeline of talent with regular succession planning and active individual development plans (IDP's). Identify back-ups for each leadership position and tailor development activities accordingly.
• Develop strategic plans for structure, processes, and technology to continue to improve upon the customer experience. Benchmark other companies with best-in-class service. Prepare business cases with ROI as needed to demonstrate the value of initiatives. Identify key stakeholders for partnerships to strengthen the case for change.
• Prepare and deliver business updates, performance metrics, project status reports and other complex information in various formats, including verbal, written, presentation, etc. Tailor the information to the appropriate audience(s), ranging from senior executives to associates.
• Support the implementation of new technology, tools, and processes to proactively identify obstacles to excellent customer experience, and to prevent/reduce the impact to customers. Act as a champion of change to drive adoption and improve efficiency.
• Partner with cross-functional teams, such as eCommerce, Marketing, IT, Inventory, Supply Chain, Transportation, and Legal, to resolve issues impacting the customer experience and/or the contact center team.
• Handle sensitive, high-profile escalations on behalf of top executive leadership.
• Other duties as assigned.

Additional Duties

• Support the contact center operation:
• Provide Leader on Duty support as needed