Team Manager, Contact Center

Welcome to Workwarp: Where Customer Satisfaction Meets Career Growth At Workwarp, we're passionate about delivering exceptional customer experiences through our contact center. As a Team Manager, you'll play a vital role in leading our team of customer service representatives to provide top-notch support to our customers, stores, and associates. With a focus on metrics-driven results and a commitment to associate growth, we're looking for a seasoned professional to join our team and drive success. About Our Contact Center Our contact center is a fast-paced, dynamic environment that handles over 6 million contacts per year. We're dedicated to providing best-in-class service via phone, chat, and email, and we're looking for a Team Manager who shares our passion for customer satisfaction. As a metrics-driven center, we're always looking for ways to improve and optimize our processes, and we need a leader who can help us achieve our goals. Job Summary As a Team Manager, you'll be responsible for leading a team of customer service representatives and Team Leaders to deliver exceptional customer experiences. You'll provide coaching, guidance, and support to ensure that our team is equipped to handle a high volume of contacts while maintaining our high standards of service. You'll also work closely with our Operational Managers to drive business results and implement process improvements. Key Responsibilities Lead and Develop Your Team: Provide coaching, guidance, and support to your team of customer service representatives and Team Leaders to ensure they have the skills and knowledge needed to deliver exceptional customer experiences. Drive Results: Work with your team to achieve key performance indicators (KPIs) and metrics, such as customer satisfaction, first call resolution, and average handling time. Collaborate with Operational Managers: Partner with our Operational Managers to drive business results, implement process improvements, and identify opportunities for growth and development. Monitor and Analyze Metrics: Review and analyze key metrics to identify trends, opportunities, and areas for improvement, and develop strategies to address them. Develop and Implement Process Improvements: Identify opportunities to improve processes and procedures, and work with your team to implement changes that drive efficiency and effectiveness. Provide Exceptional Customer Service: Serve as a role model for your team by providing exceptional customer service and ensuring that all customer interactions are handled in a professional and courteous manner. Essential Qualifications Minimum 1 Year of Experience: 1 year of experience in retail, contact center operations, or a related field. Microsoft Office Suite Proficiency: Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint. Strong Leadership and Communication Skills: Strong leadership and communication skills, with the ability to motivate and inspire your team to achieve exceptional results. Ability to Work in a Fast-Paced Environment: Ability to work in a fast-paced, dynamic environment with a high volume of contacts. Preferred Qualifications Supervisory Experience: Minimum 1 year of supervisory experience in a contact center or related field. Experience with Metrics-Driven Operations: Experience working in a metrics-driven environment, with a focus on driving results and achieving key performance indicators (KPIs). Strong Analytical and Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to review and analyze key metrics and develop strategies to address trends and opportunities. What We Offer At Workwarp, we're committed to providing our associates with a comprehensive benefits package that includes: Competitive Salary: A competitive salary range of $50,000.00-$95,000.00 per year. Performance-Based Bonus Awards: Performance-based bonus awards that recognize and reward your contributions to our team. Health Benefits: Medical, vision, and dental coverage to support your physical and mental well-being. Financial Benefits: 401(k), stock purchase, and company-paid life insurance to support your financial goals. Paid Time Off Benefits: Paid time off (PTO) and/or paid personal time off (PPTO) that can be used for vacation, sick leave, holidays, or other purposes. Education Benefits: Access to our Live Better U education benefit program, which provides tuition reimbursement and other education-related benefits. Career Growth Opportunities At Workwarp, we're committed to helping our associates grow and develop their careers. As a Team Manager, you'll have access to a range of career growth opportunities, including: Leadership Development Programs: Leadership development programs that provide training and development opportunities to help you advance your career. Cross-Functional Training: Cross-functional training that provides opportunities to learn new skills and gain experience in different areas of our business. Mentorship Opportunities: Mentorship opportunities that pair you with experienced leaders who can provide guidance and support as you grow and develop your career. Work Environment and Company Culture At Workwarp, we're proud of our company culture, which is built on a foundation of respect, integrity, and a commitment to excellence. As a Team Manager, you'll be part of a dynamic and supportive team that is passionate about delivering exceptional customer experiences. Our work environment is fast-paced and dynamic, with a focus on collaboration, innovation, and continuous improvement. How to Apply If you're a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role. Join Our Team At Workwarp, we're committed to helping our associates grow and develop their careers, while also providing a comprehensive benefits package and a supportive work environment. If you're looking for a challenging and rewarding role that offers opportunities for career growth and development, we encourage you to join our team as a Team Manager, Contact Center. Apply for this job