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Sales Center Manager - 18336 job in at Engage Partners, Inc.

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Sales Center Manager - 18336 at Engage Partners, Inc.

Sales Center Manager - 18336

Engage Partners, Inc. Full-Time
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Do you absolutely love making customers happy? Are you built to solve problems and have an unyielding optimism? Have you set up and managed customer focused call centers before? If so, we want to meet you. is looking for a talented, energetic and passionate individual with call center and leadership experience to lead the development and management of a brand call center. The Sales Center Manager will be a strong brand and customer advocate, operations leader and customer experience enthusiast. The ideal Sales Center Manager will ensure that every customer interaction is a delight and living the brand promise of helping women feel powerful, sexy, and celebrated through fashion.
is THE choice destination of choice for women who want to build and maintain the ultimate power-lifestyle wardrobe. A well-established brand, with a clear brand promise and products that she loves, is experiencing rapid growth and needs a seasoned and passionate Sales Center Manager to join this dynamic team.
A strong work ethic, ability to work in a fast-paced environment, effective communication and outstanding selling, operational and technical skills are paramount to this position. The SCM will be strategic, creative, thoughtful, solution oriented, and passionate about contributing at a high level to with the ability to influence and persuade the Sales Center Team and cross functional partners. Knowledge of building and managing the day-to-day operations of a Sales Center is required as well as experience in working with a 3rd party customer service provider.
Essential Functions:
- Recruit, onboard, train and retain high-performing agents who emulate the culture and values
- Deliver best in class customer experience through all customer contact channels including phone, email, live chat, social media and feedback platforms
- Demonstrate keen understanding of products and services, using this knowledge to build sales and deliver an unforgettable customer experience
- Develop and conduct relevant training materials with a focus on product, brand and job knowledge
- Lead Sales Center team to interact with customers in a professional manner, resolving issues promptly and effectively owning escalation when necessary
- Reviewing all customer interaction points including customer surveys, ratings and reviews, social media, written correspondences, and developing communication strategies
- Effectively manage Sales Center strategy ensuring workflow, service standards and KPI's are reached
- Prepare reports and analyze data to assist management with telling a story and optimizing against call center goals
- Identify operational issues and suggest possible improvements
- Prepare Sales Center employee schedules and monitor attendance so that call center is appropriately staffed
- Partner with Marketing team to develop Sales Center marketing strategy that aligns to business expectations and event and promotional calendar
Minimum of a Bachelor's degree
- 7+ years of experience in leading a Sales Center and Customer Service department
- Experience in Retail and B2C is preferred
- Expertise in customer service with a proven record of developing customer-facing strategies which drive customer satisfaction, tenure and revenue
- A passion for leading a team and a demonstrated ability to drive results through others
- A strong relationship builder
- Excellent written and verbal communication skills with strong presentation skills
- Understanding of apparel products (ex: fit and fabric) is preferred
- Exceptional phone, email and chat etiquette
- Strong business acumen and an ability to manage strategic plans
- Proficiency in Microsoft Word, Excel and PowerPoint, at a minimum, as well as other Customer Service platforms
- Ability to work a flexible work schedule, including nights, weekends and holidays, as needed
- Flexibility to travel as needed

Recommended Skills

Selling Techniques
Customer Satisfaction
Verbal Communication
Customer Interaction Management
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, FL

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