About this role
Job Description
Supervises a 24/7 call center staff of customer service reps who receive telephone calls, chats, email and faxes from customer or vendors.
Job Qualifications
Two years of retail call center or retail operations management experience. Call center training and data analysis experience preferred.
Or
Bachelor's degree and retail call center or retail operations management experience. Call center training and data analysis experience preferred.
Degree (one of)
- ASSOCIATE OF BUSINESS ADMINISTRATION - Preferred
Additional Qualifications/Requirements
Work – Onsite (HQ – Dallas, Texas)
- Candidates eligible for the Military Spouse Exemption may be considered for remote work
- PCS Not Authorized/LSP Not Authorized
ADDITIONAL QUALIFICATIONS
- Experience leading and developing customer service teams in a fast-paced e-commerce environment, including performance management, coaching, associate engagement, and talent development.
- Proven ability to drive operational results through data-driven decision making, customer escalation resolution, and cross-functional partnerships.
- Experience building engaged, high-performing teams while fostering accountability, professional growth, and customer-focused support.
- Experience supporting digital customer experiences, including order fulfillment, returns, refunds, and customer remediation processes.
- Proficiency in Microsoft Excel, including data analysis, reporting, and basic modeling.
- Experience gathering, documenting, and validating business requirements.
- Ability to create process maps, workflows, and other business documentation.
- Strong analytical and problem-solving skills with the ability to identify trends and drive process improvements.
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Strong attention to detail, organizational skills, and commitment to accuracy.
Major Duties
Takes appropriate action to ensure customers are satisfied.
Reviews team quotas, productivity and performance levels in order to meet or exceed operational goals.
Trains, develops, and implements operational standards and policies.
Provides recommendations and executes corporate programs and initiatives.
Performs other duties as assigned.
Work Challenges
24/7 365 days a year
Certified Call Center Manager Certificate