Contact Center Manager

Who Are We?

Our passion for coffee makes SEB Professional North America a growing company!

We are in the professional coffee machine business managing three leading global brands : Schaerer, WMF, and Wilbur Curtis.

You can find our coffee machines in convenience stores, hotels, and restaurants worldwide. Chances are you have enjoyed a cup of coffee brewed by one of our products during your morning coffee run at McDonald’s, Dunkin Donuts, Starbucks, or Tim Hortons.

SEB Professional is a subsidiary of Groupe SEB, a large French consortium and the world’s largest manufacturer of cookware in more than 150 countries, with 33,00 employees and over €8,1 b in sales annually.

Notable brand names associated are Tefal, T-Fal, Krups, Lagostina, Rowenta, Moulinex, SUPOR, Arno, Emsa, All-Clad. Our Company operates in the Professional Coffee Machine division.

What you’ll do?

We are seeking a dynamic and experienced Call Center Customer Service Manager to lead our customer service team with passion and professionalism.

In this role, you will be responsible for overseeing the daily operations of our call center, ensuring that our customers receive unparalleled service.

This position offers a unique opportunity to drive customer satisfaction and loyalty while leading a team dedicated to excellence in a fast-paced and rewarding environment.

If you have a proven track record of management success and are ready to elevate our customer service to new heights, we would like to invite you to apply.

Salary Range : $100,000 $120,000

Key Responsibilities :

• the daily operations of the call center ensuring efficiency and the highest level of customer service, by participating in the hiring process, training, coaching, and performance evaluation.
• call center data to identify trends, forecast volume, and plan staffing levels according by setting and monitoring performance metrics for speed, accuracy, and customer satisfaction.
• with other departments to integrate customer service initiatives and improve overall service delivery.
• and allocate resources effectively, including budget and technology, to optimize call center operations.
• and oversee the use of call center technology, such as automatic call distribution (ACD) systems and Field Service Management (FSM) software.

What you need to be successful in this role :

• degree in Business Administration, Communications, or a related field
• of 7+ years of experience in a customer service call center environment
• least 3 years of leadership or management experience in a call center setting
• ability to coach and mentor call center staff
• with call center technology, including FSM and telephony systems
• understanding of customer service KPIs and metrics
• verbal and written communication skills
• problem-solving and conflict resolution skills
• to analyze data and provide insights for performance improvements
• with workforce management, scheduling, and call center operations
• with industry regulations and compliance standards
• to handle high-stress situations and make decisions under pressure
• to implement and maintain quality assurance protocols
• in process improvement and implementing best practices
• in Microsoft Office Suite and call center management software (Salesforce)
• to work in shifts, during holidays, and in emergency situations as needed
• to train and onboard new call center agents
• leadership skills with the ability to motivate and inspire

Physical Requirements :

• Walking
• dexterity
• to Lift up to 50lbs occasionally

Overview :

• of employment : Full time Exempt
• type : Hybrid Irvine, Ca (On-Site : 3 days / Remote : 2 days)

Why SEB Professional North America?

Whether working in one of our offices, or flexing between the two, we offer a number of benefits and perks to support you and your family.

Please ask your recruiter for additional details regarding our benefits.

• Dental and Vision insurance Generous Employer Contribution
• 401(K) program w / up to 9% employer contribution
• insurance
• Paid Holidays
• voluntary benefits and discounts programs

Equal Employment Opportunity (EEO)

SEB Professional is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

For more information, please see OFCCP Equal Employment.