The Customer Care team is ultimately responsible for interaction with our customers as it pertains to order management. The Team Manager is responsible for understanding, communicating and executing these responsibilities. The Team Manager is responsible for direction and management of a team of Call Center managers/supervisors. Manages, plans, and coordinates the activities of the team. Manages unit activity, and ensures satisfactory delivery of quality service by customer care representatives/staff. Responsible for coordination, evaluation, and continuous improvement of the department/team and creating a positive climate where people want to do their best. Carries out management responsibilities in accordance with the GMCR's principles, policies and applicable laws. Responsible for the administration and training functions of the team/unit, ensures compliance with company and/or department standards and provides technical guidance as may be required. Responsible for maintaining full coverage during call volume peak to ensure customer satisfactions. Provides assistance to Call Center Manager in monitoring and direction of call center staff in all areas of Call Center. Responsibilities include managing Outsource Partner. Ensuring compliance with GMCR Standards, SL agreement is maintained, and quality service is provided to our customers. Closely monitors day to day usage of Outsourcer, conducts quality reviews, provides training materials, ensure outsourcer has current information on processes, procedures, products, etc. 
This position is responsible for the supervision, leadership, and management, and development of Call Center Managers/Supervisors. Manages and directs the work of assigned Customer Care Center leaders and service rep team with responsibility for quality of service delivery and work. Prepares performance evaluations, assists with hiring and various salary and budgetary actions. Assist Call Center Manager in maintaining appropriate staffing, scheduling, training, work review, salary budget, and performance and workload management. Manages Outsource Partner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Ensure Customer Care Center Service Levels and metrics are achieved to meet and exceed Quality and Customer Satisfaction goals, in support of GMCR business goals. 
* Handles and monitors recruitment, interviewing and selection of personnel. Responsible for hiring, training, development and performance management of Consumer direct call center managers/supervisors. 
* Conducts and review performance appraisals, identifies performance problems and initiates disciplinary actions when warranted. 
* Assists in managing salary and non-salary budgets, makes recommendations concerning promotions, terminations and staffing authorization as well as equipment and operational needs. 
* Recommends work standards, metrics, and monitors work progress of staff. 
* Assist in implementing policies, procedures, and practices related to Consumer Direct unit. Keeps subordinates informed of current company and corporate policies, procedures, and practices. Monitors for compliance. Organizes workflow within team and in conjunction with other managers/supervisors and manages entire staff during each shift worked. 
* Manages the individual performance of each manager/supervisor within a team, ensuring consistent measures are applied to staff throughout the department. 
* Investigates, intervenes and resolves escalated customer concerns as needed. 
* Conducts weekly staff meetings, providing ongoing communication of business strategies and results as well as pertinent Call Center and GMCR operational information to staff. 
* Understands marketing programs/catalog drops, and impact on unit. 
* Maintains working knowledge of all systems used to support the various activity groups. 
* Monitors transactions to ensure accurate and timely processing to guarantee best service to customers. Emphasizes the ongoing retention and development of clients to create sustainable, long-term customers. 
* Cooperates and communicates with internal customers, peers and other departments (i.e. DC, Sales Force, CD, Marketing, B2B team) to ensure organizational and customer commitments are met to the highest possible level through current operations and obligations. Builds and maintains strong relationships with Consumer Direct Marketing/Sales team and works hand in hand with Director, ensuring unit supports business plan, goals, and objectives. Ensures unit delivers results in support of plan. 
* Represents Consumer Direct/Customer Care call center in cross functional teams - working with various internal departments to resolve issues, develop best practices and process improvements. 
* Provides coverage for other Team Managers as needed. 

OTHER NECESSARY FUNCTIONS, COMPETENCIES, APTITUDES: 
* Project Management as required to further develop and act on department goals and initiate process improvements when necessary.
* Strong analytical skills and the ability to propose solutions to problems. 
* Ability to handle confidential information appropriately.
* Ability to positively and comfortably handle and prioritize multiple tasks in a fast-paced environment with focused attention to detail 
* Excellent organizational and customer service skills essential 
* Skill and the ability to propose positive business solutions to problems
* Demonstrated written and verbal communication as well as working knowledge of Microsoft Office applications, specifically Excel & Outlook 
* Experience with PeopleSoft and Cisco phone system and web based applications preferred
* Advanced phone sales/service skills. 
* 2 years of experience applying a comprehensive, hands-on knowledge of telemarketing, Mail Order/catalog/order management/supply chain and/or work in Customer Relationship Management (CRM)
* Must be able to travel occasionally, work in a team environment, and occasionally work nights/weekends 
* Performs other duties as requested by management.

 

 Company InfoOther Info 

 View Company Profile

Green Mountain Coffee Roasters
 Waterbury,Vermont05671 
 Washington

 Post on site: From 3/25/2008 until 6/23/2008 

 Categories: Sales
 

 Job Type: Regular 

 Full/Part Time: Full Time

 Salary:Annual Salary

 Contact Info 

 This employer has selected the Apply Online option for this job. To apply directly to the employer for this position, simply click the Apply Online graphic.

 

 NOW HIRING!

 


 

 


Home | SearchJobs | New Jobs | CompanyProfiles | CareerCentral | Register/Login | SiteMap | ContactJobsInVT.com | Employers | Testimonials | Advertise| Banner Advertising | Links | About Us