Manager, Customer Care Center

The Customer Care Center Manager leads a team of nonexempt Customer Care Professionals who deliver outstanding service to our customers via inbound/outbound calls along with email chat text and other emerging forms of communication.

The Manager will hire train observe and develop associates who adhere to company values and policies while inspiring them to achieve all performance goals including revenue quality and customer experience.

He/she will handle customer escalations as required and serve as the primary contact at the site for all operational issues.

Primary Responsibilities:

• Manage and lead a group of Customer Care Professionals (CCPs) monitoring quality behavior and performance to ensure that we are meeting Office Depots vision of service. Conduct coaching training and quality observations (QAs) to improve performance. Conduct ongoing team meetings/group training for all company process updates. Address customer feedback results with CCPs.
• Recognize motivate and inspire CCPs who excel in required levels of performance while coaching CCPs who fall short of expectations. Conduct monthly oneonone meetings to focus on continued associate performance growth and development. Review CRM Call Disposition QA SR reports to ensure agents are following all Customer Care standards. Manage payroll time off annual performance reviews and PDP goal setting.
• Attend crossfunctional conference calls and contribute to or lead special projects or tasks as needed.
• Address facility maintenance safety security and operations issues via defined internal processes. Work with vendors or landlord as outlined in SOPs or guidelines.

Education and Experience:

• Level of Formal Education: High School Diploma or GED Bachelors Degree Preferred
• Area of Study: Business or other related area
• Years of Experience: Four to seven years experience and/or training
• Type of Experience:
  • Minimum 5 years proven customer service management with revenue growth responsibility
  • Minimum 5 years experience with Quality and Performance Management methodology (call and database quality monitoring and coaching)
• Language Skills: English
• Technical Competencies: Adobe Project PowerPoint Excel Word ability to access/manipulate department databases. Oracle CRM Medallia
• Skills and Ability:
  • Excellent verbal and written communication skills
  • Demonstrated planning organizational analytical and decision making skills required
  • Experience in developing and implementing associate programs i.e. motivational developmental.
  • Decision making ability with a bias for action.
  • Ability to develop new and innovative strategic concepts ideas and tactics.
  • Ability to motivate develop maintain and retain professional customer service employees.
  • Ability to influence peers and coworkers in a positive manner.
  • Ability to manage priorities to achieve both short term results and strategic objectives.
• Information Systems: PeopleSoft Outlook Broadsoft/Transera Kronos Oracle myCloud Gmillennia AOPS Web Support OD Rewards
• Personal Attributes:
  • Selfmotivated analytical entrepreneurial spirit results driven inspires/motivates teams and individuals.
  • Keen listening skills and ability to follow direction in a changing environment.
• Other/Preferred: Decision making ability with a bias for action.
  • A thorough understanding of consultative selling.

About The ODP Corporation: The ODP Corporation (NASDAQ:ODP) is a leading provider of products and services through an integrated businesstobusiness (B2B) distribution platform and omnichannel presence which includes worldclass supply chain and distribution operations dedicated sales professionals online presence and a network of Office Depot and OfficeMax retail stores. Through its operating companies Office Depot LLC; ODP Business Solutions LLC; and Veyer LLC The ODP Corporation empowers every business professional and consumer to achieve more every day.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification and are not intended to be a complete list of all responsibilities duties and skills required of associates so classified. Other duties may be assigned.

Pay Benefits & Work Schedule: The company offers competitive salaries a benefits package which includes a 401(k) and more along with plenty of opportunity to move and grow within our organization! You will be eligible to participate in an incentive program paid in accordance with the Incentive Plan terms and conditions. For immediate consideration for this exciting position please click the Apply Now button.

How to Apply:Click the Apply Now button and follow the instructions on each page. When you have completed the application click the submit button.

Application Deadline: The job posting will remain open for a minimum of 3 days and will expire once the position has been filled.

Equal Employment Opportunity: The company is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin citizenship status marital status age disability protected veteran status sexual orientation or any other characteristic protected by law.

We will consider for employment qualified applicants with arrest and conviction records City & County of San Francisco Fair Chance Ordinance.