Sally Beauty

Sr Manager Customer Service

US-TX-Denton
1 week ago(1/9/2018 10:11 AM)

Overview

Sally Beauty Holdings (NYSE: SBH) is the world’s largest wholesale and retail distributor of beauty supplies. Our world headquarters is conveniently located in the Dallas / Fort Worth Metroplex, just 5 minutes north of Lake Lewisville off of I35E.

 

We currently have an opening for a Sr Manager Customer Service.  This position ensures that the Beauty Systems Group Customer Service Call Center is operating in compliance with all company policies and federal compliance regulations. Manages the Call Center for all of BSG, USA and Canada to meet or exceed corporate expectations, monitoring and applying resources, implementing change to affect improvement, while planning future needs and strategies to accommodate anticipated growth.  

Responsibilities

  • Develop requirements and implementation of new customer service technology solutions including call and email ticketing, texting and online chat, ERP/order management, workforce management and forecasting/scheduling.
  • Responsible for quality assurance and reporting of call center activity and continually monitor and analyze performance, identifying areas of improvement and ensuring KPI adherence.
  • Provide leadership and build talent for direct and indirect reports to achieve operational excellence.
  • Develop and maintain good working relationships with the distribution and credit departments. Ensure timelines of processing of customer related issues, shipments and requests for credit. 
  • Develop and implement an on-going skill assessment and training program to ensure the call center staff is operating at peak efficiencies..
  • Prepare budget proposals and monitor departmental expenses to ensure that the department is within budget expectations..

Qualifications

  • Must have experience utilizing Salesforce Service Cloud
  • College degree or equivalent demonstrable work experience.
  • 7 + years of experience in a high volume, well-developed customer service department.
  • 7 + years of experience with call center management tools such as CRM, ERP, Workforce Management, forecasting/scheduling and call recording.
  • 4 years of management/supervisory experience in a customer service environment.
  • Sound knowledge of customer service concepts.
  • Excellent, effective written and verbal communication skills.
  • Knowledge of basic computer software (MS Office Suite) and understanding of computer systems interfacing.
  • Ability to deal with the different work styles of subordinates, vendors and senior executives.
  • Ability to reasonably resolve conflict in a timely manner.
  • Flexible (deadlines and priorities on projects may change frequently.)Motivated and highly organized as this person will handle multiple projects simultaneously.

We offer a competitive salary, outstanding benefits package that includes medical, dental, vision, life Insurance, paid vacation and sick days, paid holidays, merchandise discounts, tuition reimbursement and 401(k) with company match.

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, or disability.

 

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