Contact Center Manager

Staples - Aurora, CO

The Aurora Contact Center in Aurora Colorado – is a division of Staples Contract Customer Service – the leading office supply distributor in the US with five Contract Customer Service sites around the country.  We make available to our customers a multitude of options for their business, including traditional office products, computer and technology solutions, facility and break room supplies, office furniture, and custom print and promotional items, to just name a few.  We provide exceptional customer service with our courteous people, detailed training, advanced technology and support from our national purchasing and distribution centers.  The Aurora Contact Center is committed to their customers, associates, results, and keeping it easy.

 

Position Summary:

Responsible for the day-to-day operations of a team of representatives who receive incoming calls and provide basic customer service with the objective of extending contact to see new or additional products and services.  Plans, directs, manages, and evaluates workflow.  Coordinates work activities to achieve the volume expected to meet operational requirements.  Responsible for the day-to-day application of organizational policies and procedures.

 

Primary Responsibilities:

• Oversees the day-to-day operations of the call center associates by reviewing and assessing call center analytics
• Participates in the hiring process and may have decision making responsibility.  Takes an active role in training new hires 
  Motivate associates to achieve daily goals through coaching and mentoring.  Conduct performance appraisals for CSR's and set goals for customer service team
• Responsible for quality assurance phone call etiquette.  Recognizes and recommends operational improvements
• Responsible for creating an environment of continuous growth and development
• Ability to work any shift from 6:00 a.m. to 6:00 p.m.

Basic Qualifications:

• 3 to 5 years of prior work related call center experience
  Preferred:
• Good oral and written communication skills
• Flexibility to meet changing business needs
• High sense of urgency
• Strong analytical and PC skills
• Handles conflict well
• Excellent interpersonal and coaching skills
• Promotes great team spirit
• Associates or Technical Degree

Staples is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

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Posted: 30+ days ago

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