Customer Experience Manager - Remote

Our Contact Center Managers lead and inspire their teams to provide an exceptional customer experience in every interaction with customers. They balance engagement and recognition with accountability for high performance. Our Contact Center Managers lead with vision, share the why’s behind initiatives, and effectively manage change. They create a culture of high performance, accountability, continuous improvement and teamwork. They support a professional, engaging and fun environment to bring out the best in their teams.

Responsibilities

Customer Experience
• Lead by example
• Champion the customer experience
• Empower teams to overcome obstacles
• Reward great service

Operational Execution
• Improve KPI’s through behavioral coaching
• Monitor and adjust staffing daily
• Maintain appropriate service levels
• Challenge status quo

Talent Optimization
• Utilize interview guides and hire right
• Demonstrate effective feedback and coaching
• Drive performance management
• Build high performing teams

Profit Maximization
• Control overtime and cross train as needed
• Manage expenses
• Empower with company in mind
• Deliver on operational objectives

Planning & Priority Setting
• Sets goals and objectives, and breaks down work into process steps
• Spends time and time of others on what’s important
• Eliminates roadblocks

Building High Performance Teams
• Acquires and retains the right talent
• Trains, coaches and provides feedback
• Develops team and positions them for growth

Motivating Others
• Creates a climate in which people want to do their best
• Motivates and inspires direct reports and teams
• Makes each individual feel their work is important

Managing Vision & Purpose
• Makes the company vision sharable by everyone
• Can inspire and motivate the entire team
• Is forward looking and talks beyond today

Managerial Courage
• Does not hold back what needs to be said and is not afraid to take action
• Provides on-time, direct, complete, and actionable positive and corrective feedback to others

Customer Focus
• Role models delivering an exceptional customer experience every time
• Uses good judgment and acts with teams and customers in mind
• Understands and teaches how operational execution directly affects the customer experience
• Establishes and maintains positive interactions with customers, peers and associates through respectful and effective communication

Qualifications:

Experience
• 5+ years’ supervisory experience in Customer Service, Retail, or Hospitality required
• Strong computer skills, including MS Office (Excel, Word) required

Education
• Bachelor’s Degree, preferably with a business or communications focus or equivalent experience

Workspace Requirements
• Contact Center Managers are required to have a space within their home to create a desk setup that is conducive to remote work.
• Additionally, an internet speed of 1GB or greater is required (HFT supports all Contact Center Associates with a monthly Internet Allowance to offset cost of maintaining 1GB speed).

RequirementsPhysical Requirements
• Stand, walk, sit for extended periods of time
• Speak and listen to others in person and over the phone
• Read from computer screen and reports
• Type 35 words per minute
• Lift up to 15 lbs.

Availability
• Ability to work a flexible schedule, including weekends and holidays. Regular attendance is an essential function of the job.

Shared Duties:

Customer Experience
• Service Level
• Customer Satisfaction

Operational Execution
• Drive KPI’s and results
• Uphold policy and procedures

Talent Optimization
• Build an engaged and high performing team
• Cultivate a great place to work

Profit Maximization
• Deliver Best in Class experiences
• Do the right thing for customers and the company

Primary Duties
• Lead, coach and develop direct and indirect reports. Build and maintain a culture of accountability and ownership.
• Drive engagement and retention by hiring right, ensuring the necessary training and coaching, and rewarding high performance. Ensure all team members have the opportunity to grow and develop.
• Design regular engagement activities to promote an environment that supports Excellence in Execution while providing a positive, professional experience for Associates.
• Oversee all day-to-day aspects of the Customer Support function for both Harbor Freight stores and website:
• Customer contacts (email/web/phone)
• Executive office customer contact
• Product support
• Online order support
• Manage and measure Service Levels. Embrace the core value of Continuous Improvement to consistently challenge current service levels and drive to improve.
• Identify and measure the appropriate Key Performance Indicators (KPI’s) to drive performance and deliver an exceptional customer experience. Frequently review KPI’s for effectiveness and adjust the goals to maximize performance.
• Ensure appropriate coverage needed to support customer demand by overseeing all aspects of staffing and scheduling, including demand planning, hiring, scheduling.
• Track and manage expenses to budget. Forecast future expense and staffing needs during the annual budgeting process.
• Prepare and deliver business updates, performance metrics, project status reports and other complex information in various formats, including verbal, written and presentation.
• Support the implementation of new technology, tools and processes to proactively identify obstacles to excellent customer experience, and to prevent/reduce the impact to customers. Act as a champion of change to drive adoption and improve efficiency.
• Partner with cross-functional teams, such as eCommerce, Marketing, IT, Inventory, Supply Chain, Transportation, and Legal, to resolve issues impacting the customer experience and/or the contact center team.
• Handle sensitive, high profile escalations on behalf of top executive leadership.
• Other duties as assigned.

Additional Duties
• Support the contact center operation:
• Provide back-up phone and email support during high volume
• Lead continuous improvement projects

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