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Sundance Florida Landscaping Jobs in Palm Beach Gardens FL

Job DescriptionSUMMARYThis position requires an analytical, hands-on Call Center Operations Manager who can fill a critical management role within the company. This person will oversee a small team that handles high-volume order fulfillment via phone and email in a B2B (business-to-business) setting under the guidance of the Director of Sales Operations. This position will require daily management of order processing, coaching, call monitoring, e-mail monitoring, attendance and floor management to support the selling efforts of our customers and outside sales department. The ideal candidate will work simultaneously on improving business processes with a focus on increasing the team's effectiveness and workforce optimization while developing a solid quality program. The Call Center Operations Manager will need to demonstrate the ability to transition the call center environment as future business into B2C (business to consumer), eCommerce and Live Chat emerges.RESPONSIBILITIESCustomer Service Contact Center OperationsOversee a dedicated Customer Service team group who handle defined Key Accounts and other high value customersIdentify the responsibilities of the team members, ensure proper work load balancing, and maintain organizational charts, procedures, and training documentsDevelop performance goals and objectives for the contact center and monitor the achievement of those goals; create/support highly involved team environmentEnsure 100% same day order entry and invoicing; monitor queues (inbound calls, web inquiries, faxes, and emails) to ensure timely and proper handling of all requestsServe as conduit between the contact center, outside sales team and the warehouse/fulfillment centersManage Back Office staff with responsibility for order form development, discount and other transactional pricing, order processing through EDI and Oracle ERP database administrationBusiness Process Analysis and ImprovementGain insights from data by developing actionable reports, metrics, and KPIs; proven ability to not just pull data but interpret itLead improvements that support company financial objectives and highest customer satisfaction initiatives to ensure goals are metLead and participate in cross-functional process improvement projects within the company; work with technology, accounting, and other departments to ensure business data integrity across all company’s systemsIdentify areas for performance improvement and facilitate/lead improvement implementation efforts; proactively promote industry best practices relative to work-force management and technology enablementREQUIREMENTSCollege degree preferred3-5 years managerial experience2-3 years Call Center experienceKnowledge of call center management applications, industry standards/requirements, automatic call distribution technology, workforce management software, service quality assurance programs, and order intake and processing preferredPossess a high degree of business acumen combined with a natural ability to understand and connect with peopleHighest degree of self-motivation and initiativeMust demonstrate leadership, judgment, and ability to resolve complex situations with employees, customers, and vendorsStrong proficiency with Microsoft Office software including Outlook, Word, PowerPoint and ExcelStrong customer service telephone skillsExcellent interpersonal/team skills and verbal/written skillsOracle experience a plusBackground in nutrition and organic health and fitness desirable but not required Relocation package not includedSubmit resumes with salary history. Equal Employment Opportunity Employer....