At Maui Jim, you can expect, a unique culture, a well-known brand, and the opportunity to grow with a company that has a great reputation. We offer an inclusive, collaborative and “high touch” work environment that values the members of our ‘Ohana. We work hard to develop our leaders who in turn develop their team members to reach their full potential, and we are committed to building a team that focuses on solid customer service. If you would like to be part of an amazing adventure that is Maui Jim, check our current job openings and browse the site to learn more about our culture, benefits , and our Maui Jim 'Ohana! Aloha~ The major function of this position is: To provide tactical and strategic leadership to deliver successfully across all department objectives, including but not limited to employee development, customer satisfaction, quality, efficiency, absenteeism and system accuracy. Primary responsibilities and duties of this position are: To oversee and direct all aspects of incoming and outgoing call center operations. Consistently deliver on company service level expectations for all contact channels. Implements and reviews call center policies and procedures. Creates an open and collaborative culture where all team members have the opportunity to contribute and be heard. Identifies areas of process improvement and works effectively within the organization to implement resolutions on a timely basis. Collaborate with leadership and Business Process Analyst to drive improvement targeted at increasing customer satisfaction and/or department efficiency. Analyze information, identify trends and recommend solutions to improve overall performance of the customer service team. Lead, develop and motivate supervisors, team leaders and resources outside of the department. Meet with direct reports on a weekly basis with a structure conversation focused on department improvements and employee development. Maintaining up to date knowledge of industry developments and involvements in call service software networks by development of all new and existing contact channels. Develop targeted coaching plans and improvement goals to grow a professional Customer Experience team to meet and/or exceed expectations. Conduct regular monthly meetings and provide coaching, mentoring and guidance to Customer Service Supervisors, Leads and Agents in order to create a highly engaged, productive team that meets Maui Jim standards and mirrors Maui Jim culture. Effectively interview and screen candidates and ensure Supervisors are aligned in priorities and decision making related to recruiting talent. Promote teamwork and cooperative effort across functional groups in and out of center. Other Responsibilities: Ensure calibration with marketing on brand voice for written communication channels. Perform other work-related tasks as requested or required. Hours: Monday - Friday, 8:30 AM - 5:00 PM As a guide, indicated below is the preferred education and experience for this position: 5-7 years experience in Call center software and phone systems experience. Degree in business administration, business management or related specific field. Strong understanding of all channels of the customer experience, including a complete understanding of the support platforms. Including but not limited to, tickets, CRM, WFM, SAP, Hard and Soft phone, etc. Five years minimum supervisory experience. In lieu of education, the following equivalent experience is preferred: Extensive training in Customer Service. Strong understanding of all aspects of call center software and setup applications. Five years minimum supervisory experience. Listed below are the particular skills preferred for this position: Excellent customer-service orientation Strong interpersonal and listening skills Ability to correspond ideas in both user-friendly and technical language. Ability to develop and motivate team. Great confidence and an excellent business sense. Excellent verbal and written communication skills Computer experience including Microsoft Work Shift: 1st Shift (United States of America) Special Language Requirement (If Applicable): At Maui Jim we are passionate about making the best sunglasses in the world and providing customer service like you’ve never seen. We work diligently to attract and retain the brightest individuals in our industry and to foster an environment of encouraged professional development, creative thinking, and growth. The Aloha Spirit is the backbone of our culture, which embraces respect, trust, integrity, and creativity. Didn’t see a suitable opening at this time, but still interested in joining our ‘Ohana? Please tell us about yourself so we can keep you informed about future job openings! Maui Jim is proud to be an equal opportunity workplace. Individuals seeking employment at Maui Jim are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. See also Maui Jim's EEO Policy and EEO is the law. Following applicable Fair Chance laws, Maui Jim will consider for employment qualified applicants with arrest and conviction records. Maui Jim is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans during our application process. If you need assistance or an accommodation due to a disability, contact us at hr.us@mauijim.com. To review our data use practices, visit our Privacy Policy.