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Team Manager - Operations Support

Function: Customer Service/Contact Centers
Location: Halifax Direct Ops Support, Lower Sackville, NS CA
Date posted: 2/9/2018 5:04:46 PM
Type: Full-time
Permanent / Contract: Regular
Job number: 1039807
Description

Effectively manage the customer interactions and transactions of associates in a fast paced, customer centric environment to ensure a superior customer experience, loyalty and retention.  Support, coach, and develop a highly effective team. Manage the day to day operations of your team and partner with Support Teams to optimize and deploy strategies relating to strengthening the customer experience, and completing the days work within service levels. Develop an in-depth knowledge of Staples Policies and Procedures to provide support for our associates and customers. 

Primary Responsibilities

• Build strong work relationships.
• Prepare and support individuals and teams to successfully adopt change to drive organizational success and associate development.  
• Build a highly effective/adaptable associate team through coaching, support and development. Foster an environment where they can excel and advance their career through encouragement, empowerment and opportunities to learn and grow.   
• Collect and analyze call center statistics to determine root cause and apply appropriate intervention to achieve desired result.
• Influence a strong team atmosphere fostering associate engagement and motivation.  
• Interview and hire associates.
• Evaluate, manage and coach to drive performance  .
• Manage all resources effectively to support the Customer Service Organization goals. Assist in achieving Contact Center financial, service level, quality and productivity targets by managing relevant metrics and behaviors.

Qualifications
 
Basic

• High school diploma or GED.
• 3 - 5 years’ management experience in a call/contact center environment with documented coaching experience and proven track record for motivating teams.
•  Excellent Interpersonal and Leadership skills.
• Analytical and problem-solving skills.
• Advanced organizational and time management skills.
• Ability to see the “big picture” and make appropriate decisions based on the relevant information.
• Flexibility to work Monday through Friday 8-8 EST. Schedule subject to change due to business needs. 

Preferred

• Bachelor’s Degree.

Staples is committed to providing accommodation to people with disabilities throughout the job application and interview process to the point of undue hardship. If you require an accommodation during the application or interview process, please contact a Customer Care Representative at 1-866-782-7537. 

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