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Shaw Industries Inc Client Contact Center Service Manager - REMOTE 2nd Shift in Cartersville, Georgia

Job Title

Client Contact Center Service Manager - REMOTE 2nd Shift

Position Overview

Manage an onsite call center of frontline associates and facilitate associate development to ensure customer satisfaction in Client Contact Center.

Responsibilities:

  • Handle interactions that have escalated due to their complexity or sensitivity and ensure customer satisfaction.

  • Provide an understanding of and channel all associate activities to support the contact center Vision and Mission.

  • Model Shaw’s core values and principles and continually reinforces them in a virtual environment.

  • Effectively communicate policies and procedures

  • Support and encourage team members to maintain a positive attitude with each customer

  • Addresses performance issues and coaching opportunities identified by the Service Intelligence Team, Training Team and/or Department Manager.

  • Conduct performance evaluations, call evaluations, identify team’s individual strengths and create development plans for identified gaps.

  • Meet regularly with team to provide recognition and feedback, answer questions, etc.

  • Maintain regular communication with Frontline Managers for review of issues and general communication.

  • Assist in the development of guidelines and policies for the department and/or business unit.

  • Maintain strong communication with other managers to discuss and resolve issues and implement new ideas.

  • Support and manage job positions until the close of business in the Residential and Commercial Client Contact Centers.

Competencies

  • Demonstrate Compelling Communication

  • Demonstrate Customer Orientation

  • Innovate

  • Facilitate Change

  • Coach and Support

Position Requirements

  • High school diploma or GED required or Associate Degree or higher preferred.

  • Experience: 2 years previous supervisory experience required.

  • Experience: Minimum 3+ years Call Center or Contact Center experience preferred.

  • Must be able to travel to and work at various locations as needed.

Work Shift

8 hour, evening shift

Shaw is an Equal Opportunity Employer and is committed to providing a workplace free of discrimination, harassment, and retaliation. It is our policy to recruit, hire, train, and promote individuals in all job classifications without regard to race, color, religion, age, sex, sexual orientation, national origin, disability, veteran status, gender identity, or any other legally protected status.

As we continue to monitor the spread of COVID-19 (coronavirus), we might determine the need to postpone in-person interviews to ensure the health and safety of our associates, candidates, and the community. In this case, we can accommodate with a phone or video interview, and will schedule an in-person interview for a later date. The method by which you interview does not impact your standing as a candidate for this position.

Shaw Industries Group, Inc. is more than a flooring company – we are 22,000 people united in our vision of creating a better future for our customers, for our people, for our community and for our company. We provide carpet, resilient, hardwood, tile & stone, laminate, synthetic turf and other specialty items for residential and commercial markets worldwide. We meet diverse customer needs through an expansive portfolio of brands, including: Anderson Tuftex, COREtec, Patcraft, Philadelphia Commercial, Shaw Contract, Shaw Floors, Shaw Hospitality, Shaw Sports Turf, Southwest Greens, USFloors and more.

Headquartered in Dalton, Georgia, Shaw is a wholly owned subsidiary of Berkshire Hathaway with nearly $6 billion in annual revenue and representation throughout the U.S., as well as in Australia, Belgium, Brazil, Canada, Chile, China, France, Great Britain, India, Mexico, Scotland, Singapore and the United Arab Emirates. For more information about our company brands, operations and community involvement, visit www.shawinc.com.

If you need any additional assistance or accommodation or have questions, please contact us at shaw.recruiting@shawinc.com

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