Customer Service and Operations Manager Opportunity – Austin, TX

Job Title: Customer Service and Operations Manager
Reports to: Director of Ecommerce Operations and Customer Service
Location: Austin, Tx

– Responsible for recruiting, hiring, retention, and ongoing management of Regular Full-Time Employees and 25+ seasonal agents.
– Oversee “Wow! That was easy” “Exceptions Made Here” customer experience, maintain communication, and ensure service levels are met across all channels
including: phone queues, email queues, chat queues, and new media channels (Facebook, Twitter, etc)
– Handle level 3 customer escalations
– Oversee training of seasonal agents
– Develop and maintain engaging training and reference materials including internal knowledge base
– Manage Quality Assurance processes including maintaining documentation, coaching, and conducting QA calibration sessions to profitably deliver service levels
– Monitor all customer feedback and work with relevant company departments to enable proactive and effective service
– Analyze customer contact, sales, and operations reporting to ensure operational and financial performance metrics and service level goals
– Analyze trends and develop plans to drive improved customer experience.
– Set clear and effective standards
– Review and implement Contact Center policies and procedures
– Manage workforce planning, forecasting, and staffing processes to profitably deliver service levels
– Maintain and continually improve customer self service knowledge base
– Work with Supervisors and Team Leads to develop and implement seasonal incentive programs including daily sales incentives and long term incentives.
– Identify, document and report problem issues regarding technology, promotions, and processes.
– Oversee dissemination of promotional and procedural information
– Identify, document, report and track problem issues regarding technology, promotions, and processes
– Document and maintain Standard Operating Procedures for Contact Center Operations
– Demonstrate positive and professional leadership behaviors to drive customer and employee satisfaction.
– Build and maintain strong collaborative relationships with internal and external business partners.
– Evaluate Contact Center professional development opportunities and provide feedback on industry best practices.
– Implement down time projects.
– Identify and cultivate subject matter experts
– Work cross departmentally to support company values of Commitment, Integrity, and Openness
– All other duties as required to provide a superior customer experience to internal and external customers.

Required Knowledge/Training/Skills/Qualifications:

· Bachelor’s degree and/or 6-10 years of Contact Center Operations/Management experience.
· 3-5 years E-Commerce Customer Service Experience
· 3-5 years experience training and creating training materials in E-Commerce field.
· Demonstrated knowledge of Contact Center best practices and service metrics.
· Demonstrated knowledge of Contact Center technologies including email management tool, voice, chat, and workforce management.
· Must be willing to support our mission to Create Joy and Gratitude and have a positive attitude.
· Must motivate and inspire team to achieve highest potential.
· Strong organizational skills. Detail-Oriented. Self starter. Intrinsically motivated.
· Strong verbal and written communication skills.
· Excellent interpersonal skills – team player.
· Team-oriented demonstrating a willingness to collaborate with team members.
· Ability to synthesize information, make inferences, problem solve, and offer solutions.
· Ability to multi-task and organize.
· Excellent Excel, Word, Outlook, and Internet Explorer skills. Intermediate SQL and ATG CSC skills a plus.
· Ability to type 30 – 40 WPM

Send resume and cover email to

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