Sr. Manager, Customer Service

**Work is Sweet!**

'Quality without Compromise' is not just a motto at See's Candies. It is the most important ingredient in our recipe for success. See's Candies has been in business since 1921 and maintains a reputation for producing the highest quality candy and providing superior customer service.

See's is a leader in the confectionary industry with over 250 retail shops across the USA. We are seeking friendly, enthusiastic individuals who are passionate about providing great customer service.

Job Description Summary

The Sr. Manager, Customer Service is responsible for the daily operations of the Contact Center with a focus on always providing and ensuring exceptional customer service while driving sales. Establishes and implements business objectives, strategies and plans with a focus on Plan, Execute, Measure and Correct. Promotes and maintains a high quality, professional, service-oriented company image with employees and customers to achieve See's Core Principles.

The pay range for this position at commencement of employment is expected to be between $100K to $105K per year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.

Job Description

**Position Responsibilities:**

• Promotes a customer first culture and commitment to delivering outstanding results for customers with a focus on See's Principles.
• Provides leadership to the Contact Center and support team to ensure the customer experience exceeds customer expectations while achieving company and department goals. Identifies and mentors associates to assume leadership roles. Motivates team members through regular feedback and training resulting in improved performance. Hold team meetings to communicate goals, drive business, and foster a culture of accountability.
• Develops and implements strategies to impact sales and customer service. Responsible for increasing and meeting sales goals which achieving call metrics.
• Collaborate with cross-functional partners including but not limited to Shops, Operations, and Volume Savings to help manage customer service and set the standard across the organization.
• Sets the example by answering customers' questions and takes ownership of customers' issues and follows problems through to resolution. Takes escalated calls as needed.
• Analyze and review call statistics /metrics and coach team as needed. Establish KPI's; track and measure performance, implements course correction as needed. Meet all qualify assurance goals to achieve best-in-class service.
• Forecast, tracks and monitors call volume to develop year-round and seasonal staffing plans to ensure optimal coverage to meet established service levels. Leads the Workforce team on establishing and implementing these service goals.
• Manage See's relationship with outsourced contact center partners and ensure training and standards of customer experience align with See's.
• Partners with Sr. Managers in developing training materials. Collaborates with other departments (Human Resources and Shops) to ensure content is up to date and accurate.
• Oversees execution and recaps of seasonal call campaigns.
• Improves customer service quality results by studying, evaluating, re-designing processes, establishing and communicating service metrics and monitoring and analyzing results.
• Drive cross functional process improvements to support exceptional customer service, productivity, sales and cost objectives.
• Manages labor hours and costs to stay within established budget. Participate in the annual budget and planning process for the Contact Center.
• Performs related duties as assigned.
• Collaborates and works closely with other departments specifically IT, Marketing, and Fulfillment.
• All See's staff must be committed to the company's core principles and workplace values, including a demonstrated commitment to diversity and inclusion.
  
  

Minimum Qualifications

• Five to seven years of progressive Customer Service /Contact Center leadership experience with direct reports or relative experience within an Omni-channel environment.
• Telephone sales or related experience in a fast-paced inbound contact center environment preferred.
• Proven ability to motivate, engage and develop employees to drive sales while providing exceptional customer service.
• Excellent knowledge of management methods and techniques.
• Proven ability and experience with classroom and on the job customer service training required.
• Strong verbal/written communication skills, organization skills and the ability to multi-task.
• Demonstrates proficiency in advanced level PC skills, including MS office (Word, Excel, PowerPoint) and database experience preferred.
• Working knowledge of Sales Force or other CRM as well as experience with contact center technology and tools.
• Proven ability to learn new technologies quickly and manage change efficiently, proactively and in a positive manner.
• Ability to think analytically and strategically while providing solutions.
  
  

The total compensation package for this position may also include other elements, in addition to a full range of generous medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

_See's is an EOE

See's will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state or federal law (including San Francisco Ordinance \#131192 and Los Angeles Municipal Code 189.00)._