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Contact Center Manager

Company: LegalZoom
Location: Austin
Posted on: November 11, 2019

Job Description:

We need a leader who is experienced in inspiring and providing leadership to Contact Center teams. You will implement effective processes and technologies to achieve friendly and knowledgeable product support, customer retention, employee satisfaction, and financial goals. You will also provide supervision to our team of Account Representatives and support the maintenance of accurate documentation to ensure quality customer service throughout the organization. This will include the team's quality phone support, email, effective problem escalations, appropriate documentation, revenue generation, and partner opt-in rate. You must be able to work a variety of shifts as needed and be on-call for the center. The ideal candidate will have highly effective skills in communication as well as a proven track record in problem-solving, team building, call center operations, and technical management.
What you'll do:

  • Consistently coach and develop leadership
  • Exemplify strong leadership acumen
  • Drive and maintain high employee engagement, empowerment, and overall morale
  • Build positive and productive working relationships and foster creativity, innovation, and integrity
  • Oversee employee and customer interactions
  • Consistently manages and tracks employee performance
  • Collaborate with workforce on business needs
  • Work closely with senior leadership on departmental and company strategies tailored to business needs
  • Participate in monthly, quarterly, and annual goal setting processes
  • Implement reward and recognition programs to acknowledge exceptional performance
  • Responsible for the management of monthly team budget
  • Coach, counsel and administer disciplinary action as required
  • Coach employees in proper job performance techniques and procedures
  • Analyze data trend reporting to drive customer experience improvements
  • Drive team performance in overall revenue, partner offerings, and customer service levels
  • Consistently meets forecasted KPIs and manages to a sales quota
  • Be a part of the candidate selection process as needed
  • Ambassador of LegalZoom culture and values
    • BS or BA or equivalent experience preferred
    • 3-5 years of sales experience in a high-volume contact center, legal or service environment (preferred)
    • Knowledge of Salesforce, Slack, and MS Office applications (preferred)
    • Exceptional written and verbal communication skills
    • Must have flexible schedule, including availability to rotate on evenings, weekends and holidays as needed
    • Ability to manage multiple projects
    • Highly ethical individual with a strong desire to succeed both professionally and personally
    • Motivated self-starter
    • Detail-oriented & results-driven
    • Positive-thinking and team-oriented
    • The ability to motivate and inspire a team

Keywords: LegalZoom, Austin , Contact Center Manager, Executive , Austin, Texas

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