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Sr Manager, Call Center Operations in Huntersville, NC at American Tire Distributors

Date Posted: 10/1/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/1/2020

Job Description

We look forward to your application! When applying, please be sure to put your Full Legal First Name and Last Name for legal and processing purposes.

Are you looking for an opportunity to turn your ambition and your people skills into a rewarding career with an industry leader? Join our team at American Tire Distributors! As the nation's premier tire distributor, ATD’s coast-to-coast distribution network provides approximately 80,000 customers across the U.S. and Canada with rapid and frequent delivery of high quality tires, custom wheels and shop supplies. 

Position Description: 

The Sr Manager of Call Center Operations is responsible for the management and development of supervisors and all other operational management associated with day to day contact center operations. Operationally, this role is responsible for the development and implementation of all operational strategy the ensures that performance, culture and overarching contact center controls and processes are aligned with corporate and client objectives. This role works closely with organizational leadership and requires a high degree of initiative, sound judgment, and leadership.



Essential Duties & Responsibilities

  • Complete oversight of the call center operation including operations supervisor, managers, and support roles.
  • Oversee quality, production, and hours.
  • Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectives
  • Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
  • Directs sales forecasting activities and sets performance goals and objectives accordingly
  • Review and provide guidelines and best practices for maintaining a competitive edge
  • Develop and sustain strategy on ensuring customer satisfaction on all sales transactions
  • Analyze and respond to changing market conditions, to include competitive benchmarking
  • Analyze trends which involve producing statistical reports on individual performance and sales trends
  • Provide team motivation and development to maximize sales opportunities
  • Responsible for the overall performance and productivity of Supervisors
  • Responsible for weekly payroll review and submission to ensure correct entries
  • Building management of all building maintenance.
  • Responsible for the physical security of the building
  • Other duties and responsibilities as assigned



Direct Report Position Titles




Requirements

  • Education:  Bachelor’s degree or equivalent business experience
  • Experience: 5-7 years’ experience in service center operations.


Physical Demands/Work Environment/Travel Requirements:

  • Physical demands:  While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance, stoop, kneel, crouch or crawl; talk, hear, taste and/or smell; the employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities

required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

  • Work environment:  While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate.
  • Travel required: 5% of the time, travel throughout the U.S. and may require overnight stays.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor, subject to reasonable accommodations.  Nothing in this job description creates a contract of employment in any way for any person.   All employees hired by American Tire Distributors, Inc. are employees at will and the company reserves the right to terminate employees at any time for any reason or no reason at all.

  • Listen to call recordings from QA Analysts, Tier 1, and Tier 2 agents and score against a compliance checklist
  • Identify overall compliance-related behavior trends and communicate them to management to address
  • Work with sales managers to relay compliance issues
  • Identify trends in compliance checklist data
    Provide coaching and feedback on proper quality scoring procedures ensuring that team members are proficient at performing quality reviews, coaching and calibrations as assigned.
  • Hire, develop, coach, lead and retain top-tier talent, with a focus on building and improving a team and culture that is able to assist in employing best in class practices to support and drive high levels of internal and external customer satisfaction.
  • Motivate team members through effective training and coaching to improve quality and accuracy.

Build a challenging and rewarding career with us!

American Tire Distributors is an Equal Opportunity Employer and Drug Free Workplace


Shift Type:
Job ID: R13156