Customer Service Performance Manager

B Corp: 

Location: 

Brooklyn, NY

Job Type: 

Full Time

Category: 

Other

Required Education Level: 

Bachelor's Degree

Job Title: Customer Service Performance Manager


Job Description:

UncommonGoods is a fun, fast-paced online retailer offering unique designed merchandise with a focus on gifting. Our team consists of friendly, hard-working, big-thinking people who care about our impact on the environment and the world. Located in Brooklyn, NY, we are also a founding member of B Corporation, a carefully screened network of socially responsible businesses.

As the Customer Service Performance Manager, you’ll help us ensure that our customer service team is continually providing the highest level of service to our customers. You’ll be responsible for monitoring, coaching, developing, and motivating all customer service team members and you’ll be directly involved with interviewing, hiring and training a small team of seasonal coaches. You’ll provide insight and feedback to help us develop more effective training materials. Your coaching skills will support people in continuous forward movement that produces results important to the individual. You’ll help us critique our existing performance coaching processes, suggesting and implementing improvement.  In this leadership position, some of your time will be spent helping to manage and direct the team’s activities on the floor each day.

Responsibilities:

  • Assist with onboarding new agents into the contact center
  • Actively contribute to building and supporting the contact center culture
  • Provide appropriate support, mentoring, and guidance to agents
  • Monitor and enhance performance by identifying strengths and weaknesses with agents
  • Work alongside agents to provide positive and effective motivation, coaching, and development opportunities
  • Identify customer service training needs and help us to develop robust training programs
  • Provide timely feedback and recommendations to customer service department managers on individual and team performance and training
  • Work with existing leadership team to improve our training materials and structure in order to most effectively reinforce our goals and expectations
  • Facilitate contact calibration and documentation training sessions
  • Interview, train, develop, and lead a team of 8-10 seasonal performance coaches
  • Spend some time each shift on the day-to-day management of the department

Experience Required:

Minimum Qualifications:

  • 5+ years of leadership and coaching experience
  • Prior experience hiring and training team members
  • Proven motivation and coaching skills
  • Excellent communication and listening skills
  • Your written communication must be flawless
  • Strong organizational and time management skills
  • Ability to effectively interact with employees at all levels of the organization
  • Record of professional behavior and ability to handle confidential information
  • Responsive and flexible, open to change in processes and ability to take and provide clear direction
  • Proficiency with Excel

Preferred Qualifications:

  • Bachelor’s degree in Organizational Development, Human Resources Management, Business, or related field
  • 3+ years of contact center or other customer service experience

Benefits & Company Perks:

  • Competitive salary
  • Benefits package including health, vision, and dental insurance, 401(k), and generous PTO
  • Stock options
  • Casual dress code
  • 40% discount on UncommonGoods merchandise
  • Monthly Company snacks, lunches, and team events

To Apply:

When applying please include:

  • Resume
  • Cover letter detailing
  • Performance programs you’ve implemented
  • Your experience with interviewing, hiring, and training
  • What you believe is the key to successful coaching

To Apply :  http://grnh.se/5sgrte1

 

Compensation:

DOE