Senior Engineer designing and developing advanced contact center solutions at Ascensus. Leading implementation of NICE inContact or CXone technologies with a focus on innovation and customer engagement.
About the role
- Leads a team of dynamic customer service specialists at Purple to provide world-class service. Requires leadership experience and a passion for mentoring in the comfort product industry.
Responsibilities
- Provides daily direction and communication to team, ensuring that customer service interactions are handled in a timely, efficient and knowledgeable manner
- Tracks KPIs and provides statistical and performance feedback and coaching on a regular basis to each team member
- Writes and administers regular performance reviews
- Responds to and resolves employee relations issues expressed by team members
- Coordinates with manager or director, or HR, to address disciplinary and/or performance issues and effectively administers improvement/development plans
- Assists the senior leadership team with the daily operation of the contact center
- Establishes work procedures and processes that support the company and department standards, procedures and strategic directives
- Works as a member/leader of special or ongoing projects (as needed)
- Conducts regular 1:1s, side-by-sides and team meetings
- Assists the Training and QA department by reviewing QA scores and administering PWP call results
- Participates in weekly calibration sessions
- Participates in the selection process (interviewing, etc.) for potential employees
Requirements
- High School Diploma or equivalent required
- Bachelor’s Degree in related field preferred
- Minimum two years formal leadership experience in a customer service or contact center setting
- Five+ years overall experience in a contact center or customer service environment
- Experience with chat, email, and phones preferred
- Retail background, order taking, and fulfillment a plus
- Ability to create an inspiring team environment with an open communication culture
- Experience with the following highly preferred: NICE inContact, Zendesk, NetSuite, Stella Connect, Medallia, Microsoft Suite
Benefits
- Medical
- Dental
- Vision
- 401(k) Match
- Flexible PTO
- Earn a Mattress
- Purple Swag
- Amazing Purple Products
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