Customer Care Omni-Channel Manager

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Customer Care Omni-Channel Manager

@ Stuller

Description

  • The Customer Care Omni Channel Manager will be focused on our Digital Customer Experience strategy execution and leading our Omni Channel Team.
  • This role will be heavily involved in strategy and personnel/performance management.
  • This involves ensuring our customers can contact our Care Center using their channel of choice.
  • We are focused on consistent, reliable, and transparent service through all channels via phone or online services.
  • We are seeking a leader who will grow and lead email, chat, SMS, and other online tools to service our changing customer needs.


 Essential Duties & Responsibilities:

  • Key role in executing strategy surrounding Omni Channel projects related to customer experience through web and online tools (chat, SMS, email).
  • Work collaboratively throughout the organization to develop and implement Omni Channel tools and processes.
  • Work with all customer contact centers to expand their Omni Channel service level through Salesforce management and quality.  
  • Create, present, and facilitate discussions on products and programs with internal and external customers.
  • Work with sales leadership in developing division goals, aligned with company growth goals.
  • Report results of goals and team productivity in a meaningful way to stakeholders.
  • Participate in the hiring, termination, coaching, and raise review process with your team members.
  • Be accountable for and manage individual team members and team performance metrics, hold weekly team huddles, and hold monthly 1:1s with your team members.
  • Develop and implement methods and activities to increase group performance and engagement.


Qualifications:

Skills:

  • Excellent verbal and written communication skills
  • High-level customer service skills
  • Forward planning and strategic thinking skills
  • Time management and ability to prioritize tasks
  • Strong problem-solving skills
  • Ability to mentor and coach employees effectively


Qualities:

  • Vibrant personality with the ability to connect with peers, customers, and direct reports
  • Strategic thinker with a focus on technology
  • Integrity in business practices and when working with others
  • Hunger for continuous improvement personally and professionally 


Experience:

  • Requires a High School Diploma or equivalent GED, associate or bachelor’s degree in Business, Management, or similar field preferred
  • 3+ years of experience in leading and developing a technology-driven team
  • Proficient with report creation and use of tools such as Excel, Word, PowerPoint, Teams, and Outlook 
  • Experience with implementation of automation and new systems
  • 5+ years of high-volume Customer Care experience
  • Salesforce experience is strongly preferred
  • Oracle experience is strongly preferred


How to Apply:

Apply online at https://www.stuller.com/careers/

Visit Site to Apply

Location: Lafayette, LA
Date Posted: April 25, 2022
Application Deadline: May 27, 2022
Job Type: Full-time