Job Description
Contact Center Manager-Retail
Location: Remote
About West Marine
We don’t just sell anchors and rigging. We sell a love of the water that lasts for generations.
We don’t just sell life jackets and flares. We sell peace of mind for your most precious cargo.
We don’t just have a passion for boating. We have a lifetime of experience that we can’t wait to share with you.
So when you shop at West Marine, it’s not just for boating gear – it’s for the pure pursuit of more water and less hassle.
If you have a passion for being on the water and are looking to join a world-class organization, then West Marine is the place for you! West Marine is recognized as the premier multi-channel retailer of boating and fishing supplies with more than 230 stores located throughout 37 states and Puerto Rico. When you work at West Marine, you’re part of a family; one that values spending quality time on the water, doing the things you love, and sharing that passion with our customers and community.
Position Summary:
The Contact Center Manager is responsible for delivering an outstanding seamless experience to all retail Customers at all touch points through a team of 60 to 90 mostly work from home Crew Members. This role is responsible for financial planning and deliverables, developing support for strategic company initiatives, and daily operations that meet or exceed high touch service levels and deliver on our promise to Customers. The Manager is responsible for the Sales and Profitability of Customer Experience Contact Center while maintaining all operational service level agreements. The position will assist in maintaining operational and financial goals while supporting the Company philosophy of providing an outstanding Customer experience so that every Customer regards us as an exceptional company and rewards us with their business. The position will actively support and develop the staff for consistent improvement and progression within their areas of responsibilities while providing an open and supportive work environment that promotes trust and respect for all members of the organization.
Primary Responsibilities:
- Lead a team of 60-90 crew members to deliver on the changing needs of Customers and manage through the complexity of those changes.
- Excellent written and verbal communication skills.
- Ability to drive accountability and results with crew members that are both direct and virtual reports.
- Cross functional peer leadership to achieve company goals and deliver a seamless customer experience across all touch points.
- Model our Core Values: Attitude is Everything, Put the Crew First, Live our Raving Fan Mission and Deliver Results.
- Must adapt well to change and successfully set and adjust priorities.
- Act as backup to other Managers and Director for out of office coverage. Monitor trends to adjust solutions as initiatives change.
- Long term and short-term planning including budgets, forecast and operating tactics that support sales channels and evolving Customer needs.
- Manage, create and monitor scheduling and coverage within team.
- Use subject matter experts and best practices gathered from inside and outside the company to solve company and contact center challenges related to technology, service and workforce deployment.
- Drive process improve and develop new contact offerings for retail and wholesale customers that are tailored to their unique needs.
- Drive accountability and continuous improvement of KPIs/SLAs.
- Possess exceptional time management skills
- Must be proficient with Microsoft Office/365.
- Find creative ways to connect Customers to West Marine’s entire network of Associates in Stores, our Support Centers and Customer Experience Center who can share their passion and firsthand knowledge with Customers helping them get everything they need for their life on the water.
- Seamlessly integrate technology and human resources effectively and cost efficiently across channels to deliver an outstanding experience for Customers while ensuring that crew members experience a high quality of work life.
- Create winning solutions for our customers to promote NPS and Customer Satisfaction—Raving Fans.
- Work with Sales team, Team Leads, Supervisors and other Managers to align initiatives and collaborate within the teams.
Education, Experience & Skills:
- Bachelor’s degree
- 3-5 years contact center management experience
- 3-5 years leading a specialty retail or wholesale contact center/customer service environment.
- 5 Years retail multi-unit management or similar experience.
- Government and International Experience a plus.
- Positive attitude
- Outstanding customer service skills and dedication to providing exceptional customer care.
- Excellent verbal, written, and interpersonal communication skills to facilitate communication with a range of employees in-person and remote in email, chat, voice, video, and in-person.
- Ability to thrive in a remote environment
- Strong leadership and coaching skills
- Knowledge of AS400, Oracle and Salesforce around Order Entry desired.
- Excellent verbal, written and interpersonal communication skills Outstanding customer service skills and dedication to providing exceptional customer care.
- Must be self-motivator and self-starter with exceptional listening and analytical skills.
- Solid time management skills.
- Must be able to effectively deal with people at all levels inside and outside of the company.
- Ability to multitask and successfully operate in a remote, fast paced, team environment.