Job Title: Call Center Manager - Durable Goods & E-commerce

Company: SWCORP

About Us: SWCORP is a leading manufacturer of durable goods, specializing in bath products such as medical walk-in tubs (Meditub), steam bath generators (Steam Spa), free-standing and drop-in whirlpool bathtubs (Atlantis Whirlpools), and trend-leading fashion fixtures (ANZZI). Our mission is to provide aesthetically pleasing, reliable, and affordable bathing solutions to homeowners, facilities, and people with special needs. We pride ourselves on the quality of our products and supplying America with luxury and comfort.

Position Overview: As the Call Center Manager at SWCORP, you will lead our customer support team, ensuring exceptional service delivery and customer satisfaction. Your role will be crucial in managing both traditional call center operations for our durable goods division and overseeing our e-commerce customer support efforts. You will lead by example, fostering a culture of excellence and continuous improvement to meet and exceed customer expectations.

Key Responsibilities:

• Lead and manage the customer support team, overseeing both traditional call center operations for durable goods and e-commerce customer service.
• Develop and implement customer service policies, procedures, and standards to ensure consistent and exceptional service delivery across all channels.
• Monitor and analyze call center and e-commerce performance metrics, such as average response time, resolution rate, and customer satisfaction scores.
• Identify opportunities for process improvement and implement strategies to enhance operational efficiency and customer satisfaction.
• Collaborate with cross-functional teams, including sales, marketing, and IT, to address customer feedback and enhance the overall customer experience.
• Stay informed about industry trends and best practices in customer service and e-commerce to drive continuous improvement and innovation.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or related field.
• years of experience in call center management, with a focus on durable goods and e-commerce.
• Proven track record of successfully leading and developing high-performing customer support teams.
• Strong understanding of customer service principles and practices, with a focus on delivering exceptional customer experiences across multiple channels.
• Experience with e-commerce platforms and customer support tools (e.g., CRM software, live chat systems).
• Excellent communication and interpersonal skills, with the ability to effectively collaborate and build relationships across all levels of the organization.
• Analytical mindset with the ability to interpret data and metrics to drive informed decisions and strategies.
• [Optional] Certification in call center management or customer service (e.g., CCMP, CCTM) is a plus.

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities and ongoing training programs.
• Dynamic and inclusive work environment with opportunities for growth and advancement.

SWCORP is an equal opportunity employer and values diversity in the workplace. We encourage individuals from all backgrounds to apply.