Senior Manager of Customer Service

Pompano Beach, FL

Since 1991, Spring Footwear has made a difference in the lives of consumers who have depended on our brands to deliver comfort and style.  Product innovation, quality, value and flexibility are the cornerstones that contribute to our success. This all leads to our mission:

“To develop successful partnerships by creating and delivering the best quality, value, product and service every day!”

We are looking for a Senior Manager of Customer Service who can grow, lead, and inspire a world class customer service team in our Pompano Beach, FL location. We are seeking a leader with strong operational experience in leadership, systems, and processes improvement who can keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and growth-driven environment. You should have experience leading both people and processes in a multi-channel contact center environment, exceeding customer success metrics, driving process improvements and offering innovative solutions to ensure an excellent customer experience. The right person will have a strong sense of drive and execution around customer experience, employee experience and overall performance.

If you are the right person, you will have an infectious passion for Customer Experience, you live to develop others, you hit goals and give the credit to your team and you get that tingling feeling of joy when you have watched someone grow professionally under your wing. And you should be able to provide examples.

This is a hands-on position for a self-starter with a thorough understanding of customer service, compliance, operations, and data management. 

What You'll Do

• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, employee engagement, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision

• Provide strategic direction, planning, and execution to meet/exceed productivity, brand representation, and efficiency goals

• Provide proper guidance, ongoing coaching, and development plans to Manager and Supervisors, as defined, and as needed, by utilizing support resources (Recruitment, Hiring, Staffing, Scheduling, Quality, Training, Team Strategies, Retention etc.)

• Lead, develop, and coach managers of various teams to build successful relationships and deliver an exceptional customer experience.

• Implement changes to the department to best achieve our mission and goals.

• Create processes to ensure scalability and consistent quality for our customers.

• Model accountability, creativity, resourcefulness, energy, passion, leadership, integrity, honesty, and team building.

What You'll Need

• 5+ years in a managerial role for a multi-channel contact center.

• A demonstrable knowledge of contact center metrics, best practices and sound understanding of contact center workflow

• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations

• Demonstrated quantitative and analytical skills. Strong attention to detail.

• Exceptional ability to communicate in English

• Excellent communication skills, both written and verbal

We offer:

  • Competitive wages and benefits
  • Company paid Holidays and Vacation
  • Profit sharing program
  • Advancement opportunities

We encourage qualified candidates to apply and join our growing team!