Assistant Manager, Customer Service

FTD Companies

(Downers Grove, Illinois)
Full Time
Job Posting Details
About FTD Companies
FTD Companies, Inc. is a premier floral and gifting company. Through our diversified family of brands, we provide floral and gift products to consumers primarily in the United States, Canada, the United Kingdom and the Republic of Ireland. We also provide floral products and services to retail florists and other retail locations throughout these same geographies.
Summary
Assists the Team Manager in managing and developing a team of 5-100 employees to meet specific individual, call center and company goals. Fills in for the Team Manager in all areas of job functionality during periods of time where the Team Manager is absent or unavailable. Executes supervisory responsibilities as directed in accordance with company policy and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Responsibilities
* Monitors production floor and responds with answers to questions by employees. * Partners with peers, Team Managers, Workforce, Call Center Director, Assistant Director, HR and Training to ensure team success. * Assists the Team Manager with identifying and implementing ways to develop team members and improve overall performance. * Possesses knowledge on all company products, policies, procedures, and systems. * Manages team to meet specific goals which directly relate to fiscal year site level goals. Reports performances as it relates to team and individual goals to Call Center Director and/or Assistant Director. * Monitors customer calls by listening to the actual call and using the monitor form to record call data. Monitoring may also include use of the side-by-side method. * Provides consistent positive constructive feedback through effective coaching and training. * Records attendance for employees as necessary on individual calendars and on team check-ins. Sends informational emails based on data from attendance line. Follows up as necessary to determine compliance without the company’s Attendance Policy. * Monitors key performance indicators such as product guarantee, site quality, site AHT (average handle time), site conversion, site service levels, and other sales goals, in addition to team stats as defined above. * Conducts interviews with potential candidates for seasonal and core CSR and FAH positions. * Monitors performance and proactively addresses areas of development which may include delivering progressive disciplinary actions in a confidential manner including but not limited to attendance, performance statistics, order issues, errors and refund reviews. * Handles escalation calls efficiently and professionally, achieving customer satisfaction while adhering to company policies and procedures. * Partners with Workforce and the Director regarding scheduling, including upkeep of daily check-in and immediate communication of missed punches for timekeeping. * Supports all areas of the production floor and fills in as needed based on business needs. * Provides coverage for opening and/or closing of the call center production area as necessary. * Monitors service levels, abandonment rates, handle times and occupancy through CMS programs. * Monitors respective team’s tagged items to ensure proper customer follow up. Partners with Workforce to ensure items are worked in team member's absence. * Partners with Workforce to monitor real time statistics to manage workload effectively. * Maintains real time coverage in the absence of a Workforce team member. * Maintains accurate reporting for all databases as it relates to the tracking of employee performance. * In the absence of the Team Manager, manages the team overall. * Assists with training as necessary. * Performs other duties as assigned.
Ideal Candidate
* **Knowledge, Skills and Abilities**: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Bachelor’s degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience; minimum of two years of proven management experience in similar work environment * Demonstrated supervisory skills and a proven ability to effectively develop, coach and motivate employees. Inbound call center experience preferred. * Ability to read, analyze, and interpret general business practices. * Ability to respond effectively to the most sensitive inquiries or complaints. * Excellent communication skills, both written and oral. Excellent grammar, a clear speaking voice and good listening skills * Ability to prioritize and work well both independently and as part of a team. * Must be flexible, receptive to change, and have the ability to adapt quickly to changing business requirements. * Must be able to multi-task and interact professionally with all levels of staff. * Ability to maintain confidentiality. * Team oriented with proven leadership skills * Strong negotiation and organizational skills are required. * Ability to remain calm and professional under pressure. * Ability to show empathy and be persuasive. * Solid understanding of FTD corporate infrastructure, technology and products. * Ability to learn CMS and other systems and to read content from websites and apply appropriately in core software applications. * Must have the ability to travel to other company sites as necessary * Proficient in MS Office Suite including Excel, Word, PowerPoint, and Access

Questions

Answered by on
This question has not been answered
Answered by on

There are no answered questions, sign up or login to ask a question

Want to see jobs that are matched to you?

DreamHire recommends you jobs that fit your
skills, experiences, career goals, and more.