Manager/Customer Support Team Leader: Location- Exeter, PA

Location: Exeter, Pennsylvania, United States
Date Posted: 07-05-2018
We are a team of enthusiasts that are customer centric in our daily focus, committed to providing those we serve with the very best products, tools and services – all packaged together in a way that exceeds expectations, and collectively pushes our businesses forward.
  • We are a company that values Leadership and our role in responding to the needs of our markets and customers.
  • We advocate Teamwork and know our success depends on the success of those around us.
  • We are believers that having Fun and enjoying the relationships we have with those around us makes the work worthwhile.
  • We are more than 3,000 people strong and exercise these values every day.
  • There are a ton of benefits to joining our team: Great Pay, Benefits: Health, Vision and Dental, Paid Holidays, 401 K Match, PTO, Refer a Friend Bonus Program, Growth, and more!
Job Summary: The Customer Support (CS) Team Leader/ Manager is a member of the CS Leadership Team and will work within that team to recruit, train, coach, mentor and discipline associates regarding all the position responsibilities, competencies, policies and behaviors expected of a Keystone Automotive Operations Customer Support Agent.
Essential Job Duties:
​Must have call center and management experience.

 Determination of Call Center metrics, implementation and daily monitoring, coaching and managing to them; e.g. maintain an ASA of 30 seconds or lower and an Abandon Rate of 5% or less
 Oversight of inbound call center agents; e.g. daily monitoring of phone calls for Quality using the CS monitoring sheet for each agent multiple times per week
 Management of call flow, resource leverage, agent call volumes and talk time
 Maintain, update, and continuously improve the CS processes, protocols, training materials
 Recruit and train high quality CS agents
 Work with Sales Leaders on agent performance reviews and feedback
 Maintain call center employee time and schedules (vacation, sick, tardy, etc.)
 Collaborate with Sales Leaders in order to understand their issues and how Customer Support can partner with them to support sales and drive on-going improvement in the LKQ " Customer Experience"
 Coach agents to ask for the sale to drive sale rates / dollars per call
 Train new C-SPT and ISRs in Customer Care training program for all Canadian contact center locations
Basic Qualifications:
Education & Experience: Bachelor’s Degree required. Possessing 3-5 years in business setting preferably a call center environment.
Knowledge/Skills/Abilities: Possesses mastery of MS Office suite of applications specifically MS Excel to perform analysis via building and manipulating pivot tables but also MS PowerPoint to be able to present to all levels within the organization up to and including the senior leadership team. Possesses experience in recruiting, training and motivating/coaching associates. Needs strong verbal and written communication skills to disseminate information to the agent level and train to select skills while also providing feedback to supervisors and other connected departments. Candidate is able to create strong morale and spirit and is able to partner across the organization. Candidate should be excellent at analysis/ able to seek root causes and also think his/her feet when required.
Essential Physical Demands/Work Environment: The position requires the individual to be attentive to detail and be able to work under frequent interruptions. Requires 10% up to 20% travel.
Preferred Qualifications: B2B experience in a wholesale distribution company and/or industry, knowledge of call center operations, metrics and operating rhythm and previous experience with leading change within an organization.

LKQ is an Equal Opportunity Employer and offers a drug free work environment. Employment with LKQ is contingent upon the successful completion of a criminal background check* and may be contingent upon the successful completion of a pre-employment drug screening.  *The existence of criminal conviction(s) does not constitute an automatic bar to employment.

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