Senior Manager, Client Concierge na FASHIONPHILE
FASHIONPHILE · Lehi, Estados Unidos Da América · Onsite
- Senior
- Escritório em Lehi
- Strategic planning, execution, and day-to-day management of all contact center operations, ensuring they meet both customer and organizational needs
- Lead, coach, and inspire the Client Concierge Supervisors and Concierge team members to deliver best-in-class luxury service
- Manage and optimize Concierge technology platforms (i.e. Powerfront, Salesforce, Loris, RingCentral)
- Manage customer experience initiatives designed to advocate for a customer-centric approach
- Monitor and report on key performance metrics and develop data-driven insights to identify trends, opportunities, and risks, and take proactive action
- 4-6 years as a call center manager or similar position (6+ years preferred)
- 10+ years in customer service and/or account management
- 1+ years of basic financial analysis; budgeting, scheduling, and report creation (2+ years preferred)
- 2+ years in an e-commerce environment
- 2+ years managing complex systems including system optimization preferred
- Excellent interpersonal, problem-solving, verbal and written communication, and conflict resolution skills
- Strong coaching and leadership skills, ability to motivate employees
- Passionate about customer service with the ability to stay calm in stressful situations and lead through change
- Knowledge of performance evaluation and customer service metrics including reporting and budgeting procedures
- Experience with workforce management tools and processes, including forecasting, scheduling, and capacity planning for contact centers a plus
- Experience implementing IVR menu updates, AI automation, and self-service strategies
- Medical, Dental and Vision Coverage
- FSA options for Medical, Dependent Care & Commuter Benefits
- Paid Time off, Paid Sick Time, and Paid Holidays
- 401(k) with generous match program
- Free Life Insurance and AD&D
- Long Term Disability Insurance
- Employee Discount
FASHIONPHILE reasonably expects the range to be $90,000-$115,000 for this position in our Atlanta location and offers an Annual Bonus Opportunity aligned to our Senior Manager level. Offered compensation will vary based on (a) location; (b) individual candidate qualifications; and (c) individual candidate experience. This post may be updated as new market data becomes available and is accurate as of the date of this posting. FASHIONPHILE reserves the right to modify this information at any time, subject to applicable law.
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