19 days old

Call Center Manager

Vetsource
Portland, OR 97220
  • Job Code
    121910692

Vetsource is looking for a Customer Support Team Manager to join our rapidly growing customer contact center in beautiful Portland, Oregon. The right person will be a dynamic problem solver, a natural leader of people and have experience working in a fast paced environment. Finding a balance between building engaging teams, improving operational efficiency while effectively supporting customer's needs is the core focus. This person should be a goal-oriented leader with solid communications skills who challenges and inspires other others within their organization to excel. A customer-first mindset and a love for pets and pet owners are critical for this role.

What You'll Do:

Develop, manage and coach floor leadership to build successful teams that deliver an exceptional customer experience. Establish effective relationships with other Operational Managers to enhance process efficiency. Use data to identify areas of opportunity, and develop action plans to improve KPIs and close performance gaps. Collaborate with other managers to establish and build SOPs for existing processes and procedures. Ensure that regular performance reviews and feedback is provided regularly to all levels of employees to ensure a highly engaged workforce

About Us

Vetsource is a community united in our passion for pet care. As the largest and most trusted Home Delivery Provider to veterinarians, we source quality medications, over-the-counter health care products and pet foods directly from the manufacturers and ship them right to clients' front doors.

Our Core Values contribute to a culture that encourages employees to suggest new ideas, and those ideas often become a reality to better serve our customers. We are a team inspired by our passion for pets and their owners.

Vetsource Core Values

  • Do the right thing every time
  • Treat others the way you want to be treated
  • Embrace change
  • Be innovative
  • Get it done
  • Work hard, have fun!

Essential Duties:

  • Oversight of all activities for the Call Center: assist and manage employee hiring, disciplinary action, and terminations as necessary in cooperation with Human Resources and Director of Customer Support
  • Develop, manage and coach floor leadership to build successful teams that deliver an exceptional customer experience
  • Utilize call center reporting, trending, and on-going analysis in supporting Call Center goals and organizational expectations
  • Ensure adherence to policies and procedures related to the team's activities. Complete annual reviews of existing policies and procedures to ensure continued relevancy
  • Facilitate regular meetings with Call Center staff, including both individual as well as team meetings
  • Collaborate with the training department to guide development and implementation of advisor training programs and ongoing/refresher training programs
  • Manage team competencies and activities to optimize and sustain customer satisfaction, performance, profitability, and cost controls
  • Participate as a member of the Vetsource management team
  • Work with other Vetsource departments to address and promptly resolve customer problems
  • Reconcile call center data, prepare and deliver team and individual advisor performance progress reports to Director of Customer Support
  • Manage day-to-day decision making related to discretionary budgetary items. Report budget concerns to the Director of Customer Support
  • Create career development opportunities for staff to foster professional growth and bolster retention
  • Accomplish Call Center staffing objectives by selecting, coaching, training, counseling, and disciplining employees if necessary
  • Perform any reasonable work requested that falls within the qualification but not specifically described as determined by the Director of Customer Support, VP of Operations, or Company Executives

Experience and Qualifications:

  • Possess excellent customer service skills with the ability to effectively diffuse and resolve customer complaints
  • Be innovative and embrace change
  • Must be team-oriented and work well with others
  • Exhibit a willingness to consistently take on new challenges
  • Exhibit sound judgement and successfully handle complex issues and problems. Know when to engage peers and/or escalate for guidance and assistance
  • Must be innovative and have the ability to recognize and offer solutions for department efficiencies
  • Having the ability to manage, guide and motivate team members to positively impact team performance
  • Facilitate process improvement projects with the team based on sound data analysis
  • Proven ability to lead teams towards organizational goals with successful outcomes
  • Strong conflict resolution and de-escalation skills
  • Ability to partner with other team managers to identify and assist in enhancing departmental processes and procedures
  • Strong organizational and time management skills with ability to work independently
  • Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear, calm, and concise manner in both written and non-written forms
  • Ability to work in a fast-paced, rapidly changing environment, with the ability to multitask
  • Able to give and receive constructive feedback in a professional manner from and to all levels of stakeholders and co-workers
  • Excellent computer skills are required; experience using email, instant message, Google suite, Microsoft Excel, Microsoft Word, as well as the ability to learn how to navigate unfamiliar systems or programs quickly
  • Attention to detail and accurate data entry in a fast-paced environment

Supervisory Responsibilities:

Direct Reports: Pet Owner Care Team supervisors

Indirect Reports: Pet Owner Care team leads and representatives

  • Oversight of all activities for the Pet Owner Care team, including coaching, mentoring, motivating and retaining staff
  • Meet regularly with staff
  • Provide staff with feedback regarding performance metrics to include professional development, corrective action, and progressive discipline
  • Ability to work as necessary until quotas are met, or team guidance is accomplished

Education/Experience:

  • Five (5) to seven (7) years of customer service experience
  • One (1) to three (3) years of progressive management experience in a call center setting
  • Bachelor's Degree in Business Administration, Business Management or equivalent job-related experience

Preferred Qualifications:

  • Experience managing remote teams
  • Veterinary experience
  • Pharmacy experience
  • Bilingual

Working Conditions:

  • Environment where dogs are present.
  • Working at a computer for long periods of time
  • Ambient noise moderate
  • Call center environment

Note:

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.



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Posted: 2020-07-25 Expires: 2020-08-25

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Call Center Manager

Vetsource
Portland, OR 97220

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