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Sleep Number: Associate Manager, Customer Relationship Center

Company: Sleep Number
Location: Wayzata
Posted on: October 19, 2020

Job Description:

Position Purpose Responsible for managing call center volumes to meet and exceed service levels. Accountable for staff utilization, quality of service, integration of new product and first call resolution. Provides daily direction to relationship center supervisors, motivating leaders to drive a superior customer experience, satisfaction and net promoter score. Builds harmony and delivers effective collaboration with cross functional teams.Core responsibilities include engaging, motivating and developing customer relationship center supervisors on all service and performance deliverables, driving accountability and productivity, along with elevating the customer experience. The Associate Manager balances the workload, challenges the status quo, seeks out continuous improvement opportunities and drives net promoter score growth.The Customer Relationship Center Associate Manager thinks creatively and cross-functionally and encourages supervisors to do the same while playing a key role in executing Sleep Number's vision and strategy of becoming one of the world's most beloved brands.Primary ResponsibilitiesSupport and drive a culture of accountability, teamwork, collaboration and continuous improvement.Lead, coach and mentor supervisors to effectively and efficiently optimize service levels, exceed performance goals, deliver customer satisfaction and drive revenue growth.Ensure deployment of Training, Knowledge Management and Continues Improvement resources/processes to enable workforce to deliver an accurate first call resolution; partner with WFM to execute training schedule adherence.Partner with Talent Acquisition to recruit, hire and retain leaders who are engaged and aligned with the company's mission; partner with SR managerfor specialty team and leadership promotion consultation.Analyze performance data and identify areas of strength and opportunity at team and individual levels.Champion Rewards & Recognition program to drive performance, engagement and positive reinforcement.Identify and share trends with key partners to understand root causes, benefits, costs and risks.Hold leaders accountable to company and department standards via consistent and timely coaching, performance management and progressive discipline processes.Serve as a reference and communication expert for all policies, procedures and products.Other responsibilities as assigned.PositionRequirements5 years proven leadership experience required, or internal equivalent8 years customer service experience required, preferably in a call center environmentSales experience desired.Strong leadership, coaching, team building and people development skillsDynamic and engaging communication skills, both written and verbal with the ability to gauge and adjust to the audienceDemonstrated moxie to respond appropriately and professionally to customers, colleagues and direct reportsDriven to motivate, develop and coach direct reports through disciplinary issues, as well as developmental opportunities while providing positive encouragementAbility to prioritize tasks, meet deadlines and work independently in a fast-paced environment.Demonstration of company values; uphold and enforce company policies.Ability to maintain high morale and engagement.Support and communicate company initiativesResiliency to embrace challenges and strive to find creative solutionsAnalytical ability and demonstrated problem solving skillsAdvanced computer skills with proficiency in Microsoft Office applications

Keywords: Sleep Number, Minneapolis , Sleep Number: Associate Manager, Customer Relationship Center, Executive , Wayzata, Minnesota

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