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.
Experience, Education & Certifications:
Knowledge, skills & abilities:
Sleep Number is an equal opportunity employer, committed to recruiting, hiring and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental, communicative or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.