Contact Center & Process Manager

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’ ex