Amsterdam, NY, United States
Call Center, Customer Service, Manager, Retail
Amsterdam Printing is seeking a Customer Service Manager to join their team! This position is responsible for managing a team of supervisors who meet daily, weekly, monthly and yearly sales and customer service objectives. This individual will be helping to maintain customer satisfaction by providing problem-solving resources and developing & monitoring quotas for service & sales volume as well as timeliness. This individual will be expected to provide proper coaching, development, motivation, goal setting, and general direction.Shift Available:Shift is Monday – Friday between 8:00 am – 5:00 pm. Responsibilities Include:Manages a team of Call Center supervisors to deliver expected sales results by making outbound calls and handle inbound calls from customers and prospects.Manages and develops the Call Center team, including setting daily, weekly and monthly sales goals, counseling and training, evaluating performance, disciplinary actions and directing work assignments to ensure effective department operations.Manage to achieve call center metrics. Includes monitoring and taking real time action to maximize daily performance in all areas (Capture Rate, Order Entry, Add-On Sales, Hold Reports and overall Customer Experience). Ensure that reported metrics are accurate and timely and that deadlines on actions and projects are met.Workforce management, including productivity, forecasting, analysis of shift patterns and impact on service levels.Minimum Qualifications: 5 years experience in a call center environment.Must have skills and abilities to identify deficiencies and create plans to address deficiencies.Strong communication, organization and leadership skills.Ability to lead and develop employees.Preferred Qualifications:Bachelor’s degree or a minimum of 5 years in inbound and outbound call centers and sales experienceAbout Our Company Our Total Rewards package of benefits and compensation reflects our bold commitment to creating opportunity and security for employees. We offer a competitive base salary, and an attractive benefit package including health, dental and vision insurance, 401K, incentive compensation plan, PTO (paid time off) and Holiday pay.Amsterdam Printing and Litho specializes in marketing promotional products, including pens and calendars, to their medium to small-sized customer base. APL focuses on guiding the customer with their purchases and provides a very high level of customer service.Taylor Corporation, one of the largest privately held companies in the United States, provides innovative products, technologies and services that focus on the evolving needs – personal and business – of more than half of the Fortune 500 companies and millions of small businesses and consumers around the world. With more than 80 domestic and foreign subsidiaries, Taylor is recognized as one of the top 3 graphics communications companies in North America, delivering what matters most to its customers.Ref: Blue
Website : http://www.workflowone.com
WorkflowOne is the name behind some of the most innovative and successful solutions in print and promotional marketing today with roots that go back 140 years. We are one of the largest providers of document management, marketing and distribution services in North America. We are committed to delivering exceptional solutions and service to our customers.