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Manager, Call Center

23950

Purpose

As a family-owned company, it’s the people who continue to make STIHL a successful, world-class brand. STIHL is seeking a highly motivated, data and people drive Manager, Dealer Support Center to join our Team at STIHL’s corporate headquarters in Virginia Beach!

 

This person will be responsible to manage all facets of call center operations in Virginia Beach to include development of dealer support representatives (DSRs) and inside sales force, as well as, the effective utilization of resources and administration of activities to ensure an efficient workload / workforce balance and maintain a productive and motivational climate.

 

Position highlights include: 
• Benefits – Competitive health insurance, compensation, 401K, bonuses, relocation assistance and PENSION!

Job Duties & Responsibilities

Manages call center staff and is responsible for hiring, coaching, counseling and development of supervisors, dealer support representatives, and inside sales force.  Ensures world-class training standards by:

  • Providing feedback on productivity and quality results.
  • Maintaining and improving the center’s real-time responsiveness.
  • Staying current on available technologies and work processes.
  • Ensuring workload planning and work schedules support the organization’s financial objectives and customer (branch/corporate/dealer) expectations.
  • Creating and maintaining an environment that encourages input from subordinates and other departments.
  • Handles escalated customer complaints and interacts regularly with dealers and branch personnel to ensure excellent service.
  • Oversees all skill sets to ensure timely, accurate, and consistent communication to warehouse, dealers, systems and internal staff.  Analyzes opportunities for service improvement through regular quality call checks, phone metrics, and relevant KPIs.  Provides regular feedback and corrective action to supervisors and representatives.
  • Focuses on optimization of order management, information sharing, inside sales, and discrepancy resolution processes.
  • Develops regular statistical reports, analyzes contact trends, and creates presentations for management / team.
  • Develops and maintains departmental budgets. Ensures department meets financial goals and objectives.

Specifications

  • College degree in business, communication or related discipline and/or equivalent experience.
  • Work experience in the following areas:  Customer Service, Call Center Management.
  • MS Office proficiency (Excel in particular) required.
  • Previous leadership experience required.
  • SAP experience preferred.
  • Excellent verbal and written communication skills.


Nearest Major Market: Virginia Beach