Contact Center Manager: KPI & Customer Experience

URBN Urban Outfitters, Inc.; Augusta, Northern (GA, KY); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

PTO

Employee discounts

Retirement savings

Job summary

URBN Urban Outfitters, Inc. is seeking a Contact Center Manager for its Augusta, GA operation. You will oversee daily call center activities, drive KPI performance, and ensure customer and client satisfaction while upholding safety and security procedures.

Responsibilities include developing strategic plans, managing resources, and ensuring compliance with SLAs and regulations, with a focus on efficiency and profitability across the contact center operations.

Qualifications

• Must be 18 years or older.
• Excellent written and verbal communication skills, English required.
• A flexible schedule may be required to work off-shift based on business demands.
• Strong analytical and organizational skills.
• Occasional travel to customers and other client sites.
• Proficient in Microsoft Office with an emphasis on Excel and Outlook Email.
• Comprehend and follow work instructions to meet productivity and quality standards.

Responsibilities

• Maintain an associate-centered workplace through floor time, associate engagement, and an open-door policy.
• Primary responsibility for daily management functions including developing and implementing strategic plans and objectives for the project.
• Responsible for management and oversight of project business units and resources, ensuring compliance with SLAs and KPIs.
• Ensure compliance with internal and external requirements, program rules, and regulations.
• Oversee the quality and timeliness of reports and deliverables.
• Participate with project and executive management to establish strategic plans and work plans.
• Develop performance goals for the project and staff and monitor achievement.
• Analyze daily, weekly, and monthly reports for performance measurement and efficiency.
• Identify problem areas, recommend solutions, and work with client to resolve issues quickly.
• Provide direction to team members and resolve problems professionally.
• Facilitate communication on project status and corrective actions to leadership.
• Ensure project budget and financial schedules meet corporate requirements.
• Assist in creating and implementing processes to streamline operations and quality.

Skills

Call center management

Staff development

KPI tracking

Customer service

Analytical skills

Communication

Tools

Microsoft Office

Excel

Outlook

Job description

URBN Urban Outfitters, Inc. is seeking a Contact Center Manager for its Augusta, GA operation. You will oversee daily call center activities, drive KPI performance, and ensure customer and client satisfaction while upholding safety and security procedures.

Responsibilities include developing strategic plans, managing resources, and ensuring compliance with SLAs and regulations, with a focus on efficiency and profitability across the contact center operations.