Job Description



*This position requires the incumbent to work on-site in our headquarters in Monroe, WI Monday-Friday.*


Responsible for leading the total operation of the Work from Home Customer Service Department (fully remote reps.). The WFH Manager will be responsible for the overall management of call center operations, being committed to delivering a great customer contact experience through a variety of channels which include phone, email, and chat. Additionally, this role is responsible for managing, coaching and developing a high performing team that will meet and exceed operational performance goals. The Manager is results-driven and has a high commitment to excellence through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
You'll also be responsible for:
• Strategically leading and managing a large contact center labor force of up to 1,500 reps.
• Identifying virtual contact center process improvements and best practices
• Assist with setting and achieving strategic goals and customer service KPI's
• Working closely with other operational teams such as the training team and outside vendors
• Leading and supporting the full customer service experience for the Company
• Assessing and managing talent


Qualifications



What It Takes:
We are looking for a strategic contact center leader with experience navigating a remote workforce. Someone who demonstrates professional level communication skills and who thrives on leadership and working in a team environment. Ideally, the candidate will bring strategic customer service and contact center concepts, be able to implement those ideas and strategies, and follow-through and course correct as necessary.


In addition, we are looking for:
• A bachelor's degree in business administration or communications or related field
• 5+ years of contact center supervision or management experience
• Experience leading a large temporary or part-time workforce
• Ability to assess talent and/or map talent
• Preferred experience with off-shore vendor negotiations/oversight
• Able to investigate and solve customer service concerns
• Ability to work independently with limited supervision
• Possesses a working knowledge of Word, Excel, and forecasting/WFM programs.
• Understanding the importance of confidentiality regarding employee and customer information


About Us



SC Data Center, Inc. is a customer-centric business that supports warehousing, information technology and contact centers. SC Data Center, Inc. is an affiliate company of Colony Brands, Inc. which is one of North America's largest, multi-channel direct-marketing companies. We generously support the communities we work in and offer many benefits and programs that support the well-being of our employees.


Benefits Details



SC Data Center, Inc. is not just about growing our profits - We are about giving our employees the opportunity for growth and providing a better place to live and work. We also offer our employees many great rewards in addition to monetary compensation: