Goldstar Contact Centre Manager Global Care

Job Title: Goldstar Contact Centre Manager Global Care

Location: Montego Bay

Reporting to: Goldstar Snr Global Care and Operations Manager

Overview of Role:

We have an exciting opportunity to join our growing Care team here in Goldstar. This is a great opportunity to progress your career and become one of our next Contact Centre Managers in our Care team.

The ideal candidate will be results oriented and have experience working in a Care and after sales environments. You will ensure that your team will continually deliver a consistent customer experience while striving to provide an outstanding customer service. This role requires you to be motivated, focused, organized and target driven. You will champion our Care ethos and strive to continuously motivate your team to place our customers at the centre of all we do.

You will provide support, effective guidance, training, and direction to our well-established customer service teams to work together to achieve our annual goals, expand the customer base and continue to deliver our high standards of customer service.

You will play a significant role in our Contact Centre Operations and be a part of implementing our strategic goals, working closely with Senior Management to achieve this. 

Responsibilities.

• Directly manage a team of Supervisors, Team leads and overseeing the agent teams by conducting weekly KPI performance reviews, pipeline reviews and through constant coaching, mentoring, and motivating.  
• Responsible for the department hiring, training, retention, and succession planning to achieve company growth targets 
• Mentors Contact Centre Supervisors and Team Leads to further develop their management and business operational skills
• Develops and aligns workforce strategies to address key business plans and facilitate organizational change initiatives
• Collaborates with executive management to build the contact center operations strategy and infrastructure in a rapid-growth environment
• Monitors employee productivity and motivate team to reach daily, monthly, and quarterly targets.  Create and manage KPIs
• Implements and maintain a challenging and rewarding incentive program to improve overall performance 
• Provides ad hoc and formal feedback to team, including development feedback 
• Works company-wide to improve business efficiencies and maintain a positive customer experience
• Ensures policies and procedures are adhered to daily 
• Strategizes and creatively implements change to continually grow the business 
• Makes decisions quickly
• Ensures Supervisors are listening to calls to assess customer service levels and provides feedback as necessary. 
• Responsible for meeting contact centre operational standards, maintaining employee service levels, and improving quality of service
• Contributes to team effort by assisting other departments in accomplishing their respective goals and performing projects as assigned
• Maintains professional and technical knowledge by attending industry workshops, staying up to date on industry tends
• Performs other duties as assigned

Required skills and experience.

• 5+ years of experience in phone-based customer service or after sales environment
• 12+ months supervisory experience in a Care environment is required
• Experience working directly with distributors is an advantage, but not essential
• Fluent in written and spoken English
• Ability to implement creative innovative solutions 
• Demonstrated success in effective leadership
• Proactive in thought and action, always striving to improve process and procedure
• Strong analytical skills
• Motivating, aggressive, and results driven leader
• Strong interpersonal skills, ability to collaborate across the organization
• Excellent verbal and written communication skills
• Experience in developing KPIs and its management.

Qualifications.

• 3+ years call centre management experience leading people leaders.
• Bachelor's Degree or equivalent in work experience in management or related field.
• Demonstrated common sense, pragmatic approach to problem solving and decision-making.
• Demonstrated leadership skills in a team based environment and the ability to motivate and empower employees.
• Analytical skills, understanding of basic statistics and continuous improvement methodologies.
• Ability to maintain the highest level of confidentiality, integrity, and overall ethics.
• Ability to work under pressure and accomplish multiple tasks simultaneously.
• Ability to prioritize and organize work as well as manage frequent change.
• Flexibility to work any shift 7 by 24, 365 days a year.
• Certified Call Centre Manager (e.g. CCCM) or equivalent qualification is a plus.

About Pens.com

Pens.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.​

To learn more, visit: www.PENS.com

Pens.com is a National Pen and Cimpress brand (Nasdaq: CMPR).​