Mgr Service Center US
Knowledge, Skills and Abilities
Education – Bachelor’s degree or equivalent in Education, Communications, Organization Development or Adult Learning Theory.
Experience – 7+ years of experience in high volume, multi-shift contact or customer service center with workflow support.
Must have a working knowledge of technologies including: Multi-channel contact center systems in an environment that supports calls, emails, and chat, RingCentral and/or Vonage, Customer Relationship (CRM) systems, Interactive Voice Response (IVR) systems, training technology, and quality monitoring systems.
Advanced knowledge of customer satisfaction and quality service practices. Ability to use judgement and diplomacy in interactions with sales force and end consumers in the exchange of information and resolution of concerns.
Proven ability to demonstrate leadership skills effectively leading and influencing, and interacting with confidence.
Possess strong analytical skills to be able to analyze, interpret and apply Mary Kay Inc. business practices and promotions. Must possess strong critical thinking skills to identify service-impacting issues and take corrective actions or recommend solutions.
Project Management – Must have excellent project management skills to manage multiple projects and meet deadlines.
Exhibit excellent oral and written communication skills and solid presentation skills.
Be flexible to change shift and/or schedule due to changing business needs and travel to outlying Branches to conduct training.
Bilingual English/Spanish is preferred, but not required.
