Manager, Customer Care at Crateandbarrel in Illinois

Manager, Customer Care Location: Remote - Illinois We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is nearly 60 years in the making—and our story is still unfolding. The Manager, Customer Care leads direct reports (Supervisors, Leads, and/or associates) to create a positive impact on customer experience. Maximize sales growth and profitability by managing all aspects of Customer Care performance, operations, service levels and development of supervisors and associates. Analyze performance needs and direct the appropriate action to ensure team accountability for a culture with strong performance and results. Understand the needs of the customers that translates into a caring culture with first-contact resolution that will build brand loyalty. A Day in the life of a Manager, Customer Care... Effectively lead the Customer Care Supervisor, Lead and or associate teams to achieve Customer Care goals Create and maintain a working environment that inspires and encourages the growth and engagement of associates Manage all aspects of performance, development and coaching and corrective action of direct reports to encourage professional growth Plan and facilitate consistent routines to communicate pertinent company, operational, system, product, Human Resources and/or departmental issues on a timely basis, and take action on feedback or information received Understand how to foster an environment of collaboration and best-practice sharing among associates Maintain a supportive, positive presence with supervisors and associates and ensure contact center supervisors and team leads are accessible Coach contact center supervisors and team leads on compliance and adherence to consistent company processes Partner with the workforce team to manage staffing using the schedule, attendance log, and phone system to ensure quality customer interactions and to achieve service goals. Partner and collaborate with all Customer Care Leadership including Operations, QA, and Training to promote process adoption, support positive change management and ensure a consistently positive customer experience Develop, implement, and monitor KPIs for monitoring associate and operational productivity and performance; analyze performance data and recommend strategic changes that will drive improvement in Contact Center performance Manage departmental expenses against the budgeted plan using reforecast and best practice strategies for maintaining or exceeding service goals Create and manage special business programs i.e. New Hire Onboarding, Leadership Development Programs, etc, as needed based on leadership assignment in order to reach performance metrics, manage retention and promote efficiency and effectiveness Ability to drive increased revenue through upselling, cross selling, CBCC, etc. What you’ll bring to the table… Ability to coach and develop supervisors and associates by providing timely feedback and direction Excellent problem solving skills and can-do attitude Excellent reading and written language skills (English), good math skills Excellent knowledge of Contact Center operation, technologies and key performance indicators Ability to make sound decisions quickly in a fluid environment Excellent organizational skills, ability to multi-task and navigate through multiple systems in a fast-paced environment Excellent telephone presence, interpersonal skills, and ability to communicate effectively with a diverse group of people Excellent data entry, typing and computer skills. Thorough working knowledge of email, internet browsers, and Google platform. Ability to empathize with customers We’d love to hear from you if you have… 7+ years experience in customer service or call center environment (direct to consumer or ecommerce organization preferred) 5+ years experience in a leadership role, or equivalent BA in a related field Euromarket Designs, Inc., which does business as Crate and Barrel and CB2, will be referred to as “the Company”. The Company is deeply committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact the location you are applying to here and ask to speak with a manager regarding the nature of your request. The Company is an equal opportunity employer; applicants are considered for all positions without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, gender identity, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law. The Company participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the US. State / City Compliance: The Company will consider for employment qualified applicants with criminal history, including arrest and conviction records, in accordance with the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.