Team Manager, Inbound Call Center- 2nd Shift

Summary: The Cross Channel Help Desk is an inbound customer service team that responds to all inquiries from Retail Store Associates, Staples Business Delivery (SBD) Customer Service, the SBD Associate Help Desk as well as occasionally assisting with resolving escalated issues from the Office of the President. Members of the team are fully empowered to make business-savvy decisions to provide win-win solutions to satisfy Staples and Staples? customers, especially in difficult situations. Members of the team negotiate and collaborate with both internal and external customers to creatively resolve their concerns and ensure full customer satisfaction.

**Second Shift Mon-Fri -approximately 1:00pm - 10:00pm** Manage a team of approximately 17-20 associates for an inbound call center resolution center. Ensure consistent customer service for our customers by empowering associates to provide superior customer service and by providing the resources, support and information necessary for associates to achieve this goal. Motivate and develop associates, and empower them to assist in resolving customer needs.
Interview and hire associates. Write performance appraisals and administer discipline as necessary.
Build an empowered associate team through coaching including completing assessments, monitoring contacts, providing feedback, analyzing and responding to data collected and collecting data to use in driving superior customer service at the individual team levels.
Communicate all pertinent information in an organized, logical and timely manner within all levels in the organization.
Motivate and develop associates by providing a supportive, challenging work environment that offers opportunities for growth, recognition at the team and individual levels, and a focus on career pathing.
Manage all resources effectively to support the Customer Service Organization goals. Assist in achieving Contact Center financial, service, quality and productivity targets by managing relevant service metrics.Requirements:
Ability to work Mon-Fri approx. 1pm-10pm
Bachelor?s Degree
3-5 years related work experience, preferably in a customer service or help desk supervisory role
Interpersonal and motivational skills to communicate, coach, discipline and reward behavior in a positive manner
Knowledge and experience of coaching techniques to drive performance improvements
Knowledge and application of analytical techniques to determine root cause and apply appropriate intervention to achieve improved performance
Interviewing and hiring skills
Ability to work as a team
Ability to see the "big picture" and make appropriate decisions based on the relevant information