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1-800 Contacts · 1 day ago

Call Center Senior Manager

Draper, UT (Hybrid)

Full-time

Hybrid

Senior Level

5+ years exp

SeekWell, the parent company of 1-800 Contacts, is dedicated to making vision care more accessible. The Call Center Senior Manager will lead a high-performing team to ensure compliance with regulations, enhance customer experience, and improve operational effectiveness in sales and verification departments.

Consumer GoodsE-CommerceEyewearRetail

Responsibilities

Work with and develop managers to be better managers and coaches to our front-line associates

Monitor and improve on the operational effectiveness of our outbound sales and verification departments. This includes overview of cross functional and cross departmental projects and processes, agent compensation and incentive programs, agent engagement initiatives, as well as monitoring and improving department KPI performance

Work closely with the Senior Manager of Compliance and Retention to execute and operationalize initiatives for improving and maintaining a great environment for agents and managers

Coach and manage for improved performance

Read and comprehend legal documents

Work well with others and build trusting relationships across various areas of any organization

Provide a vision and get buy-in from individuals

Communicate well to down lines, peer lines and uplines

Demonstrate good administrative skills to follow through on commitments and deadlines

Qualification

Operational leadershipManaging managersProcess managementProject managementCoaching skillsAdministrative skillsCommunication skillsRelationship building