Senior Manager of Customer Service
Location
United States
Posted
4 days ago
Salary
$100K - $120K / year
No structured requirement data.
Job Description
Role Description
The Senior Manager of Customer Service is responsible for building strategy and driving to achieve company goals while providing best-in-class B2B customer experience, financial performance, and employee engagement. Additionally, this role aligns customer service activities and initiatives throughout our Fortune Brands organization often partnering with sales, logistics, distribution, operations, and marketing to support customer priorities and service.
Work Location: This is a remote role where candidates will be eligible to work anywhere in the United States.
Responsibilities:
- Lead a team of remote customer service Managers and Associates in the US and Mexico to deliver best-in-class service.
- Implement best operating practices to drive continuous improvement, innovation, and excellent service.
- Drive strategies and programs that include all aspects of operational performance, employee engagement, change management, succession planning, and talent management activities.
- Meet department financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.
- Prepare and present regular reports on department performance, customer feedback, and key metrics. Use data to inform decision-making and strategy development.
- Maintain professional and technical knowledge by tracking emerging trends in customer service operations management.
- Align customer service activities and initiatives throughout the organization by partnering cross-functionally with sales, logistics, distribution, operations, and marketing to support customer priorities and service.
- Customer-focused, results-driven, and adaptable. Ability to work under pressure and manage multiple priorities.
- Ensure efficient operations, including staffing, scheduling, and resource allocation. Monitor metrics and performance indicators, including call and e-mail management.
- Strong leadership and interpersonal skills. Excellent communication and problem-solving abilities. Proficiency in call center software and CRM systems.
- Analytical mindset with the ability to interpret data and make informed decisions.
- Drive the strategy for customer service operations, focusing on enhancing customer experience and evolving best practice call center tactics and technology.
- Oversee training programs for customer service staff. Ensure ongoing development and skill enhancement.
Qualifications
- Bachelor’s degree is required.
- Minimum of 7-10 years of experience in a call center industry to include prior experience in a leadership capacity.
- Awareness of customer service industry trends and technological advances.
- Demonstrated knowledge of Microsoft Office tools.
- Ability to plan and execute based on analytics.
- Knowledge of call, order, OCR, and workforce management systems.
- Proven success in leading cross-functional teams and projects.
Benefits
- Comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for unique needs.
- Robust health plans.
- Market-leading 401(k) program with a company contribution.
- Product discounts.
- Flexible time off benefits.
- Adoption benefits.
- Numerous Employee Resource Groups (ERGs) to foster a sense of belonging for all associates.
Equal Employment Opportunity
Fortune Brands is an equal opportunity employer. Fortune Brands evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.
Reasonable Accommodations
Fortune Brands is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at [email protected] and let us know the nature of your request along with your contact information.
Important Notice
To protect yourself from fraudulent job postings or recruitment scams, please note that Fortune Brands job postings are exclusively hosted on our website at fbin.com/careers via our SmartRecruiters platform. Fortune Brands will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins.
Job Requirements
- Bachelor’s degree is required.
- Minimum of 7-10 years of experience in a call center industry to include prior experience in a leadership capacity.
- Awareness of customer service industry trends and technological advances.
- Demonstrated knowledge of Microsoft Office tools.
- Ability to plan and execute based on analytics.
- Knowledge of call, order, OCR, and workforce management systems.
- Proven success in leading cross-functional teams and projects.
Benefits
- Comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for unique needs.
- Robust health plans.
- Market-leading 401(k) program with a company contribution.
- Product discounts.
- Flexible time off benefits.
- Adoption benefits.
- Numerous Employee Resource Groups (ERGs) to foster a sense of belonging for all associates.
- Equal Employment Opportunity
- Fortune Brands is an equal opportunity employer. Fortune Brands evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.
- Reasonable Accommodations
- Fortune Brands is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at [email protected] and let us know the nature of your request along with your contact information.
- Important Notice
- To protect yourself from fraudulent job postings or recruitment scams, please note that Fortune Brands job postings are exclusively hosted on our website at fbin.com/careers via our SmartRecruiters platform. Fortune Brands will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins.
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