AddressReq ID: 439730
BASIC PURPOSE: The Manager of Customer Engagement will work with department managers and/or manages a group of employees including setting employee schedules, managing completion of work assignments and meeting business requirements in a timely and cost-effective manner this includes supervising all phases of assigned work to satisfy business requirements and achieve business goals in an effective and timely manner. May manage a group of 50+ employees. The Senior Manager of Customer Engagement is responsible for recruiting and hiring decisions, performance reviews, and reward and recognition of employees under supervision. Manage cross-functional teams focused on handling escalations and problem resolution.
MAJOR RESPONSIBILITIES:
- Manage the strategic design and daily call operations.
- Review daily/weekly/monthly metrics results on team performance; ensure service levels are consistently met and oversee corrective action plans to mitigate issues impacting performance.
- Oversee workforce management and scheduling in order to optimize resources at all times and maintain service level control.
- Develop medium and long-range workload forecasts including future staffing and resource requirements for service.
Conduct periodic capacity analysis to determine support availability for volume generating program initiatives. - Direct the call queuing structure, leverage existing technology and determine the need/requirement for enhancements and/or new solutions.
- Analyze business processes and procedures for service optimization and efficiency Collaborate with other members of the leadership team to maximize efforts and ensure goal alignment.
- Evaluate the teams’ Training/Quality needs through ongoing skills assessment and work with Support Training Manager for fulfillment.
Handle escalated service/operational issues and ensure resolution, working with various personnel as required - Oversee team compliance with role requirements.
- Coach and mentor supervisory staff, conduct performance reviews and development planning sessions with team members.
EDUCATION AND EXPERIENCE:
- Education:
- HS Diploma or equivalent required
- Experience:
- Minimum of 10+ years of management or progressive role experience in Customer Service Management
SKILLS AND PHYSICAL DEMANDS:
- Skills:
- Hard Skills: knowledge of Microsoft Office
- Soft Skills: Excellent verbal and written communication skills, strong time management and organization skills, sense of urgency, keen attention to detail, and the ability to manage numerous competing demands in an extremely high stress environment
- Typical Physical Demands:
- Requires prolonged sitting, some bending and stooping.
- Occasional lifting up to 25 pounds.
- Manual dexterity sufficient to operate a computer keyboard and calculator.
- Requires normal range of hearing and vision
Job Function(s): Corporate
Love’s Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For more than 55 years, we’ve provided customers with highway hospitality and “Clean Places, Friendly Faces.” We’re passionate about serving drivers with clean, modern facilities stocked with fuel, food and supplies. We offer meals from popular restaurant chains, trucking supplies, showers and everything needed to get back on the road quickly. The Love’s Family of Companies includes:
- Gemini Motor Transport, one of the industry’s safest trucking fleets
- Speedco, the light mechanical and trucking service specialists
- Musket, a rapidly growing, Houston-based commodities supplier and trader
- Trillium, a Houston-based alternative fuels expert
