Location: Shelby,OH, USA
COMPANY OVERVIEW
Bethlehem Shared Services provides professional services exclusively for Cigars International, CIGAR.com, Pipes & Cigars, Thompson Cigar, Meier & Dutch, Cigarbid.com and its affiliates. We are the fastest growing cigar company in the country, and leading online and direct marketers of fine cigars, premium pipe tobacco, luxury gifts and accessories, and more.
While our roots are in direct marketing, we have a strong eCommerce and a growing brick and mortar retail presence. We have 4 Retail locations in Pennsylvania, 5 in Texas, 3 in Florida, 1 in Tennessee and soon to be more.
ABOUT THE ROLE
We are looking for an experienced?Contact Center Process Manager to oversee daily operations and personnel aiming for maximum efficiency and cost-effectiveness. The ideal candidate is one that has a strong B2C ecommerce background, is a strategic, analytically minded individual with good business acumen and leadership skills. This individual should have proven success in managing and understanding and translating data, tools and processes across a direct-to-consumer ecommerce environment.
WHAT WILL YOU BE RESPONSIBLE FOR?
* Develop objectives for the call center's day-to-day activities.
* Collect and analyze key contact center metrics.
* Proactively develop and implement improvement opportunities based on sound data-driven decision-making.
* Work in concert with Workforce Management to develop effective resource planning to maximize the productivity of resources (people, technology etc.)
* Hire, coach, and train supervisory personnel to maintain high customer service standards.
* Assisting other management team members in identifying trends and establishing contact center goals
* Improve contact center related processes and procedures.
* Collect, influence and convey constituent support of the company's shared vision, purpose and current and future global projects.
* Act as B2C Lead for lead to agree and order to cash processes as part of Global ERP Implementation project team.
* Develop a deep understanding of as-is processes, develop and lead others in to-be processes utilizing enterprise platforms such as SAP S/4HANA.
* Act as a liaison for the Contact Center and collaborate with other departments or divisions.
* Lead team meetings. Direct works of others to continuously improve consumer service levels, user experience and cost to serve efficiency.
* Prepare reports for various stakeholders including upper management.
REQUIREMENTS & SKILLS
* Minimum 5 years' experience as contact center manager
* 2+ years' experience mapping processes within ERP systems, with a focus on Order to Cash in a B2C retail environment (preference given for experience in multi-business retailer utilizing SAP S/4HANA).
* Understanding of contact center Workforce Management functions and processes a must.
* Experience in sales & customer service is required.
* Knowledge of performance evaluation and customer service metrics
* Strong analytical skills, with the ability to articulate and define outcome measures that capture & improve key performance metrics.
* Solid understanding of contact center and sales related performance reporting and budgeting procedures
* Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
* Proficient in MS Office and contact center equipment/software programs.
* Outstanding communication and interpersonal skills
* Excellent organizational and leadership skills with problem-solving ability
* Change management experience
WHAT IS ON OFFER?
As a colleague at Scandinavian Tobacco Group, you will receive a comprehensive compensation package as a generous benefits package.
* Comprehensive Health Care, Vision & Dental Plan
* Flexible Spending Account
* Disability Plans
* Basic & Supplemental Life Insurance
* Additional Supplemental Benefits
* Paid Vacation, Paid Time Off (PTO) days, Holidays
* 401(k) Retirement Saving Plan including a generous Company match
Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.e-verify.gov.
* Please be informed that this Direct Search is conducted exclusively by the Scandinavian Tobacco Group. We do not accept applications from agencies, and we will not provide compensation for unsolicited CVs.