Contact Center Operations Manager
in Canton, MA at DXL GROUP

Date Posted: 2/13/2018

Job Snapshot

  • Employee Type:
  • Location:
    555 Turnpike Street
    Canton, MA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

*This is a mid shift position. Hours are Tuesday - Thursday 12:30pm - 9:00pm

GENERAL SUMMARY: Exceed our customers and store associates expectations via telephone, email, web chat and social media:

  • Responsible for the daily operational functions of managing the contact center including the Floor Manager Desk, realigning resources to meet department service levels and CSR (Customer Service Referrals) resolution within 24 hours.
  • Ensure that representatives are fully trained and performing at department standards.
  • Accountable for the individual performance of each representative and takes appropriate actions to coach individuals to meet and exceed performance goals.


Managing Daily Operations

  • Oversee the functions and staffing of the Floor Manager Desk to ensure that questions and escalated contacts are handled professionally within a timely manner.
  • Ensure department standards are met for phone, email, social, and chat answer timeframes. Ensure that resources are assigned and realigned as needed.
  • Ensure that Customer Service Referrals (CSRs) are resolved within one business day and we deliver outstanding service regarding existing orders as well as resolve customer service issues that win back customers.
  • Monitor workflow and assign activities to the contact center team/leads as needed.
  • Manage the scheduling function creating accurate weekly scheduling for the department including approving time off requests, shift swaps and new hire schedules. Proactively identifies gaps in phone coverage and implements appropriate actions for adequate coverage. Maintains hours and wages with the established budget for the department.
  • Oversee the contact center committee to implement appropriate monthly activities to enrich the contact center work environment.


  • Hold individuals accountable for their performance and behaviors on a timely basis. Communicate performance expectations and develop coaching plans to meet and exceed standards. Utilize role play and practice exercises to test and validate knowledge and skills.
  • Coach each representative a minimum of 1 hour per week which should include silent calls, email/ web chat responses, taped and/or side by side calls, and CSRs.
  • A minimum of one side by side coaching should occur every month with each representative.
  • Manager and rep should listen to taped calls together at least once per month.
  • Manager should review returned work with the representative on a weekly basis at a minimum.
  • Monitor and coach representatives on suggesting wardrobe and outfitting techniques utilizing features & benefits as well as the Merchandise Showroom.
  • Review Hold and Talk time weekly reports. Coach on excessive hold and talk times as identified thru GNAV reporting.
  • Complete performance evaluation reports for each representative on a monthly basis. Meet with the representatives no later than the first day of the 2nd week of the month.
  • Develop and deliver employee performance plans for employees that do not meet department performance standards as identified by the attendance policy and monitoring/work time performance plan guidelines as well as other key performance failures (including excessive returned work or trends).

Other Activities:

  • Approve Time cards and ensure time off is entered accurately.
  • Maintain rep attendance, tardy and incomplete work shifts spreadsheet.
  • Monitor rep attendance and ensure compliance with department attendance policy. Run NEC or ADP reports to monitor excessive tardiness and breaks not taken on time.
  • Handle related employee issues as arise.
  • Participate in monitoring calibration sessions.
  • Assist with CSRs and Lead tasks as needed.
  • Handles sales and customer service calls, emails, chats, and social media requests as needed.
  • Business Information: Keeps abreast of company guidelines and policies. Uses the contact center website and intranet as a reference tool.
  • Follows policies outlined in the Contact center Department Guidelines.
  • Provide support at the Floor Manager desk as needed.
  • Participate in hiring/recruiting/interviewing.
  • Performs all other duties as required.


  • Minimum of 3-5 years of Customer Service supervisory experience.
  • Demonstrated competency in coaching and motivating customer service hourly associates to exceed customer/store expectations.
  • Demonstrated competency in the ability to analyze, organize and make sound decisions and knowledgeable recommendations.
  • Ability to multi-task in a fast pace environment.
  • Familiarity with web chat and social media.
  • Complete understanding of the contact center, operations and performance metrics.
  • Bachelor's degree preferred.


  • Outstanding listening, interpersonal, written and verbal communication skills.
  • Ability to motivate employees towards a common goal and develop employee strengths.
  • Ability to create & execute objective development plans when employee performance is below department standards.
  • Strong computer skills including Microsoft Outlook email system, Word, and Excel.
  • Excellent organizational skills and detail oriented. Proficient in time management and ability to prioritize critical tasks as well as delegate appropriately.
  • Proven problem solving skills.
  • Ability to handle customer inquiries, complaints, with a strong understanding of customer service policy and procedures.
  • Ability to diffuse situations with a calm and methodical manner.
  • Able to work independently with minimal direction.