Contact Center Manager

Working for one of our world-class brands means being part of a great working environment and collaborating with people from all corners of the world on a product you are proud of.

Company Overview:

Bethlehem Shared Services provides professional services exclusively for Cigars International, CIGAR.com, Pipes & Cigars, Thompson Cigar, Meier & Dutch, Cigarbid.com and its affiliates. We are the fastest growing cigar company in the country, and leading online and direct marketer of fine cigars, premium pipe tobaccos, luxury gifts and accessories, and more.

While our roots are in direct marketing, we have a strong eCommerce and growing brick and mortar retail presence. We have three (3) Retail locations in Pennsylvania, five (5) in Texas, two (2) in Florida and soon to be more.

Summary:

The Contact Center Manager oversees all aspects of incoming call center operations. Implements and reviews call center policies and procedures. Develops and monitors quotas for service volume and timeliness.

What can you expect in as a Contact Center Manager with Cigars International/Bethlehem Shared Services?

• Provides strong, dynamic leadership that mentors, develops, and guides all associates to efficiently leverage the value of every call to ensure we are creating a noticeably better experience for our customers through all channels.
• Continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
• Develops, implements and maintains effective internal and external Quality Assurance (QA) programs, fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
• Manages metrics, ensures customer satisfaction, and reports statistical performance levels
• Develops and maintains effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
• Continuously finds ways to reduce expenses, improve service levels and provide insight into call/email/chat contact drivers.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Manages the workflow of the call center and allocates staff and resources needed to achieve the call volume and work needed to meet customer expectations daily. Scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Overseeing and resolving the investigation of complex complaints, such as those relating to service or rates in connection with the offered product or service.
• Analyzing data and observation reports and recommending responses to major complicated complaints.
• Ensuring the settlements of complaints is made correctly by considering the complexity, requirements, and nature of a complaint.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Collaborating with the Sales and Customer Service Director for the preparation of customer service’s annual service delivery program.
• Authorizing the retention of information and preparing documents to use during customer or governmental inquiries.
• Managing the staffing and commissioning of new Contact Centers.

Your areas of knowledge and expertise (that matter the most for this role):

• Bachelor’s degree preferred and 7 years contact center management experience in senior leadership role or equivalent combination of education and experience
• Experience driving agent performance through monitoring, coaching and development
• Excellent interpersonal and communication skills, including written and oral presentation
• High degree of proficiency with MS Word, Excel, and PowerPoint
• Excellent problem solving and organizational skills
• Effective at managing and leading group dynamics
• Strong internal customer service orientation
• Ability to work in a collaborative team environment
• Exemplary customer service skills are required to handle multiple tasks within our fast-paced Contact Center
• Experience with Workforce management systems and reporting as well as quality assurance assessment and scoring tools
• Experience analyzing and solving escalated and intricate situations
• The desire to satisfy our customers promptly and further strengthen customer loyalty
• Strong attention to detail, flexibility and a sense of urgency

We value our employees and in addition to our competitive salaries, we offer a competitive benefit package to our talented team members including:

• Comprehensive Health Care, Vision & Dental Plan
• Flexible Spending Account
• Disability Plans
• Basic & Supplemental Life Insurance
• Additional Supplemental Benefits
• Paid Vacation, Paid Time Off (PTO) days, Holidays
• 401(k) Retirement Saving Plan including a generous Company match

What happens next?

• You Apply – Craft your career with us!
• We carefully review your application (over a nice cup of coffee).
• The important thing to know is that we process applications on an ongoing basis, so we encourage you to submit your application as soon as possible
• If we are a match, you’ll receive an email or a call from our HR team
• And a final note for you to know - We'll get back to you — even if it's a no (for now)

Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.e-verify.gov.

• Please be informed that this Direct Search is conducted exclusively by the Scandinavian Tobacco Group. We do not accept applications from agencies, and we will not provide compensation for unsolicited CVs.