Manager Sr, Customer Service Operations

We are hiring a Senior Contact Center Operations Manager to join our Customer Experience team!

DISCOVER

Are you energized by building and transforming operations while making a meaningful impact? The Customer Experience team at Watkins Wellness is embarking on an exciting transformation journey. As we develop our omni-channel contact center, we're looking for a strategic and analytical Senior Manager of Contact Center Operations who can help drive our path to scalability. Your expertise in leading change and bringing teams along on transformation journeys will be crucial as we modernize our operations and elevate the customer experience.

YOUR RIPPLE EFFECT

• Are you a strategic leader? Your strategic vision will drive the transformation of our contact center operations, ensuring alignment with corporate objectives and implementing tactics to improve overall customer experience.
• Can you be a master of coordination? You will manage daily Customer Support, Warranty Service, Technical Support, and repair operations, ensuring seamless integration and coordination across teams. Your ability to monitor performance metrics and leverage modern contact center technologies will be crucial to our success.
• Do you excel at technology integration? To enhance efficiency and customer satisfaction, you will support service transformation by utilizing phone IVR, Salesforce CRM, case management, workflow automation, and business process optimization.
• Are you passionate about quality assurance? You will collaborate in deploying knowledge management programs and quality assurance systems to assist agents in delivering high service standards.
• Can you drive continuous improvement? You will analyze KPIs, gather and analyze customer feedback, and implement data-driven solutions to enhance the effectiveness and business value of our contact center operations.
  
  

What You Bring

• Bachelor's degree in Business Administration, Management, or related field. Master's degree preferred
• Minimum 7 years in contact center management and at least 3 years in senior management
• Experience working with software vendors, internal IT departments, administrators, and business partners
• Strong leadership and people management skills
• Excellent communication abilities
• Deep understanding of customer service principles
• Familiarity with IVR technology
• Salesforce CRM experience
• Workflow automation tools
  
  

What You’ll Get

At Watkins Wellness, we believe that everyone should ‘Feel good. Live well’. We offer employees the opportunity to join a dynamic, growing industry leader with an outstanding and well-deserved reputation for leadership and commitment to our employees, customers, and community. Our employees are eligible to receive exceptional health and wellness benefits, paid time off, company bonuses, profit sharing, 401k match, education assistance, and much more. We are proud of the people we are and the products we make — products that make a difference to the health and well-being of others. We look for candidates that exhibit The Watkins Way (always Ethical, endeavors to be Transparent, embraces Inclusion, welcomes Diverse backgrounds and perspectives, Accommodating, believes in Work-Life Balance, puts Safety First, Accountable, values Relationships, Passionate, Team Player, and Goal Driven).

The physical demands and work environment described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear, sit, and work with computer equipment. The employee is occasionally required to stand, walk, and use hands to finger, handle, or feel objects.

The employee must frequently lift and move up to 10 pounds and occasionally lift up to 25 pounds. Specific vision abilities required include close vision, color vision, peripheral vision, and depth perception.

The noise level in the work environment is usually quiet. Up to 5% travel required.

Hiring Range: $159,000 - $174,900.

Many factors affect actual compensation including but not limited to experience, education, skills, and geographic location

Company: Watkins Manufacturing

Shift 1 (United States of America)Full time

Watkins (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Watkins is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish

E-Verify Right to Work Poster: English & Spanish