Manager, Customer Care Center

Overview

The Customer Care Center Manager leads a team of non-exempt Customer Care Professionals who deliver outstanding service to our customers via inbound/outbound calls, along with email, chat, text and other emerging forms of communication.

The Manager will hire, train, observe, and develop associates who adhere to company values and policies while inspiring them to achieve all performance goals including revenue, quality, and customer experience.

He/she will handle customer escalations as required and serve as the primary contact at the site for all operational issues.

Primary Responsibilities:

• Manage and lead a group of Customer Care Professionals (CCPs) monitoring quality, behavior, and performance to ensure that we are meeting Office Depot’s vision of service. Conduct coaching, training, and quality observations (QA’s) to improve performance. Conduct ongoing team meetings/group training for all company process updates. Address customer feedback results with CCPs.
• Recognize, motivate, and inspire CCPs who excel in required levels of performance while coaching CCPs who fall short of expectations. Conduct monthly one-on-one meetings to focus on continued associate performance, growth, and development. Review CRM, Call Disposition, QA, SR reports to ensure agents are following all Customer Care standards. Manage payroll, time off, annual performance reviews and PDP goal setting.
• Attend cross-functional conference calls and contribute to or lead special projects or tasks as needed.
• Address facility maintenance, safety, security and operations issues via defined internal processes. Work with vendors, or landlord as outlined in SOPs or guidelines.

Education and Experience:

• Level of Formal Education: High School Diploma or GED, Bachelor’s Degree Preferred
• Area of Study: Business or other related area
• Years of Experience: Four to seven years experience and/or training 
• Type of Experience:
  • Minimum 5 years proven customer service management with revenue growth responsibility
  • Minimum 5 years experience with Quality and Performance Management methodology (call and database quality monitoring and coaching)           
• Language Skills: English
• Technical Competencies: Adobe, Project, PowerPoint, Excel, Word, ability to access/manipulate department databases. Oracle, CRM, Medallia
• Skills and Ability:
  • Excellent verbal and written communication skills
  • Demonstrated planning, organizational, analytical and decision making skills required
  • Experience in developing and implementing associate programs i.e. motivational, developmental.
  • Decision making ability with a bias for action.
  • Ability to develop new and innovative strategic concepts, ideas and tactics.
  • Ability to motivate, develop, maintain and retain professional customer service employees.
  • Ability to influence peers and coworkers in a positive manner.
  • Ability to manage priorities to achieve both short term results and strategic objectives.
• Information Systems: PeopleSoft, Outlook, Broadsoft/Transera, Kronos, Oracle, myCloud, Gmillennia, AOPS, Web Support, OD Rewards
• Personal Attributes:
  • Self-motivated, analytical, entrepreneurial spirit, results driven, inspires/motivates teams and individuals. 
  • Keen listening skills and ability to follow direction in a changing environment.
• Other/Preferred: Decision making ability with a bias for action.
  • A thorough understanding of consultative selling.

About The ODP Corporation: The ODP Corporation (NASDAQ:ODP) is a leading provider of products and services through an integrated business-to-business (B2B) distribution platform and omnichannel presence, which includes world-class supply chain and distribution operations, dedicated sales professionals, online presence, and a network of Office Depot and OfficeMax retail stores. Through its operating companies Office Depot, LLC; ODP Business Solutions, LLC; and Veyer, LLC, The ODP Corporation empowers every business, professional, and consumer to achieve more every day. 

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification and are not intended to be a complete list of all responsibilities, duties and skills required of associates so classified. Other duties may be assigned.  

Pay, Benefits & Work Schedule: The salary range for this role is $57,600/year to $90,000/year, however all state and local minimum wages will be complied with, resulting in a possible adjustment to the salary range displayed. The company offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! You will be eligible to participate in an incentive program, paid in accordance with the Incentive Plan terms and conditions. For immediate consideration for this exciting position, please click the Apply Now button. 

How to Apply: Click the Apply Now button and follow the instructions on each page. When you have completed the application, click the submit button. 

Application Deadline: The job posting will remain open for a minimum of 3 days and will expire once the position has been filled. 

Equal Employment Opportunity: The company is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law. 

We will consider for employment qualified applicants with arrest and conviction records City & County of San Francisco Fair Chance Ordinance.