Advantage Sales & Marketing LLC dba Advantage Solutions

  • Sr. Manager Call Center

    Job Locations US-TX-Irving
    Primary Posting Location : City
    Irving
    Primary Posting Location : State/Province
    TX
    Postal Code
    75063
    Primary Posting Location : Country
    US
    Requisition ID
    2018-188297
    Position Type
    Full Time
    Category
    Client Services/Account Management
  • Marketing

    Sr. Manager Call Center

     

    At our Company, we grow People, Brands, and Businesses! We are seeking a talented Support Center Manager to oversee the Support Center team assisting field Event Specialists and various Field roles. This individual provides key support to aid in the execution of client projects. The Manager works closely with the Support Center team to assist with questions and issues regarding the Field and provide feedback to Internal Management. This individual will also work to resolve issues, create efficiencies, and streamline processes for the Support Center. This is a Thursday – Monday role working from 7am – 4pm.

     

    Take this opportunity to join North America’s leading business solutions provider and build your career working with amazing people in a growing industry! Apply today!

     

    What We Offer:

     

    • Full-Time Benefits (Medical, Dental, Vision, Life)
    • 401(k) with company match
    • Training and Career Development
    • Generous Paid Time-Off 

    Responsibilities:

    • Ensure that our Field Event Specialists receive an exceptional level of service and/or help with their questions and concerns.
    • Manage a team of 20 Support Center Specialists
    • Hire, retain, train, coach, guide, direct, and develop Support Center team.
    • Manage HR/Payroll processing (payroll adjustments, attendance and time off request, performance reviews, etc).
    • May be required to escalate a concern/issue to get resolution.
    • May be required to conduct additional research to resolve questions or concerns.
    • Create Staffing analysis/report to ensure Call Center is staffed correctly at all times.

    Qualifications:

     

    • Bachelor's Degree or equivalent job-related experience required in Customer Service
    • 5-8 years of customer service experience; either for external customers or internal employee service
    • 2-3 years directly managing a Call Center team
    • Exceptional problem-solving skills
    • Excellent organization, time management, Detail oriented, and reporting skills
    • Strong written and oral communication skills
    • Excellent customer service orientation and good interpersonal skills

    Responsibilities

    The Company is one of North America’s leading sales and marketing agencies specializing in outsourced sales, merchandising, category management and marketing services to manufacturers, suppliers and producers of food products and consumer packaged goods. The Company services a variety of trade channels including grocery, mass merchandise, specialty, convenience, drug, dollar, club, hardware, consumer electronics and home centers. We bridge the gap between manufacturers and retailers, providing consumers access to the best products available in the marketplace today.

     

    Job Duty

    • Assess issues from Field Reps, triage responsibilities, delegate tasks and provide operational support to Director, Internal Operations
    • Provide timely feedback regarding the service provided to our Field Teams to Operations Management.
    • Serve as a direct point of contact for the Support Center team.
    • Ensure that our Field Specialists receive an exceptional level of service or help with their questions and concerns.
    • Train and coach the Support Center team
    • Manage HR/Payroll processing (payroll adjustments, attendance and time off request, performance reviews) 
    • Interact with our Field Representatives to provide information in response to inquiries about programs or services.
      • Update Internal Operations Team on important and urgent program changes
    • Communicate with our Field Representatives and Internal Management through a variety of means – telephone, email and/or internet.
    • Handle general questions and escalated complaints according to guidelines established by the company.
    • Resolve Support Center issues with Field based Regional Directors 
    • May be required to escalate a concern/issue to the Internal Operations Management in order to get the complaint resolved.                                                           
    • May be required to conduct additional research to resolve questions or concerns. May be required to follow up with an individual Field Representative until a question is answered or an issue is resolved.
    • Manage a team of 7-10 Support Center Specialists
    • Ability to work a flexible schedule (Monday - Sunday, 6am- 7pm, 40 hours/week). Working 2 weekends a month are required.
    • Hold Call Center status meeting with project updates
    • Create Staffing analysis/report to ensure Call Center is staffed correctly at all times
    • Pull and create special reports to ensure the Support Center is working efficiently and tracking types of call activity
    • Act as the liaison between Support Center team and Internal Operations Team
    • Provide issue analysis to Senior Management team

     

    Supervisory Responsibilities

     

    Direct Reports

    - Hires, retains, trains, coaches, guides, directs, and develops direct reports using company-wide processes, tools and resources

     

    Indirect Reports

    - Does not have direct reports, but may delegate work of others and provide guidance, direction and mentoring to indirect reports

     

    Travel and/or Driving Requirements

     

    - Travel is an essential duty and function of this job. Driving is not an essential duty or function of this job. 

    - Travel up to 10 %

     

    Minimum Qualifications

     

    The following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job

    Education Level: (Required):    Bachelor's Degree or equivalent experience

     

    Field of Study/Area of Experience:  Customer Service

    • 5-8 years of customer service experience; either for external customers or internal employee service
    • 2-3 years directly managing a Call Center team
    • Microsoft Excel, Word, Power Point, Internet Explorer, software programs
    • Excellent organization, time management, and reporting skills
    • Detail oriented
    • Strong written and oral communication skills

     

    Skills, Knowledge and Abilities

    • Ability to manage a team of 7 - 10 individuals
    • Ability to resolved escalated Call Center complaints
    • Well-organized, detail-oriented, and able to handle a fast-paced work environment
    • Track record of building and maintaining customer/client relationships
    • Flexible and adaptable, able to change and alter according to changes in projects or business environment
    • Ability to work independently and prioritize duties with minimal supervision, in order to meet deadlines
    • Ability to complete multiple duties with accuracy shifting from one to another with frequent interruptions and competing deadlines
    • Basic computer skills including familiarity with Word, Excel, and Internet usage
    • Excellent customer service orientation
    • Good interpersonal skills
    • Strong prioritization skills

     

    Environmental & Physical Requirements

     

    Office / Sedentary Requirements

    Incumbent must be able to perform the essential functions of the job.  Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.


    Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

     

    Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is only intended to help describe job duties and for planning purposes. Regardless of any such estimate, schedule, or guideline, associates must always record all time worked for our company (which includes but is not limited to on-site work time in an assigned store, office, or other work location; required waiting time; administrative time; and work-related travel time).

    Important Information

    The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of associates so classified.

                                        

    The Company is committed to providing equal opportunity in all employment practices without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law. As part of this commitment, the Company shall provide reasonable accommodations of known disabilities to enable an applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

     

    The Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.  All of our positions require the satisfactory completion of a background check. Please be aware that acknowledging or having criminal convictions does not constitute an automatic bar to employment.  Factors including, but not limited to age and time of the offense, seriousness and nature of the violation, and rehabilitation will be taken into account.

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