Contact Center Shift Manager

Category
Logistics & Distribution Center
City
YORK
State
Pennsylvania
Employment Status
Full-Time
Requisition Number
2018-41556
Nameplate
Bon-Ton Stores Inc.
Mall Name
York Contact Center

Job Description

The Bon-Ton Stores, Inc. is looking for a dedicated Contact Center Shift Manager to Lead and encourage our fantastic team of Contact Center leads and Agents. This role is perfect for someone who is a natural leader and enjoys helping in the development of others.

 

The Contact Center Shift Manager will be leading the team on the following shift: Wednesday, Thursday, Friday and Saturday from 11:00 AM – 10:00 PM.

 

 

On the job you’ll…

  • Provide direct oversight and supervision to ensure customer issues are addressed efficiently.
  • Monitor calls on a regular basis to ensure information provided by Agents is accurate and complete.
  • Provide consistent feedback and awareness of development opportunities to Agents through effective coaching and training to improve performance or increase sales.
  • Initiate customer contact or assist with resolving escalated customer service inquires as needed.
  • Assist with hiring and training of new employees.
  • Conduct performance appraisals and appropriate disciplinary action in accordance with Bon-Ton’s Human Resources policies and procedures.
  • Develop, monitor and adjust action plans to improve ongoing customer service.
  • Work with management team on creation of Call Center Agent schedule, ensuring coverage is appropriate based on forecasts of call volume.

 

We’ll value your

  • Experience managing people in a call center environment.
  • Ability to lead, motivate and coach a team of associates.
  • Passion for providing top level customer service.
  • Ability to research, follow-up and resolve complex issues or problems.
  • Effective written and verbal communication skills.
  • Ability to work in a fast-paced environment.

 

When you dedicate your time, effort and skills for The Bon-Ton Stores, we want to give back to you. Whether you are a full time, hourly associate, a salaried professional, or part time associate, our benefits package will help you create a balanced, well-rounded life. These benefits, after meeting eligibility requirements, include:

  • Associate Discount
  • Flexible work schedule, including summer early out schedule
  • Medical, Dental and Vision for full time associates, once eligible
  • Volunteer opportunities
  • Vacation and Sick pay for full and regular part-time associates, once eligible

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