Team Manager - Customer Service

This position is located at Staples Industrial in Sudbury, MA. Staples Industrial/Chiswick markets and distributes industrial and retail packaging, shipping and warehouse products to thousands of small and mid-sized manufacturers, distributors and retailers throughout the US and Canada. We offer over 7,500 industrial and retail packaging and shipping products, and our product line includes a wide variety of polyethylene bags, corrugated boxes, tape, labels, protective packaging, mailers, retail shopping bags and related packaging supplies. Our sales channels include Catalog/Direct Mail, the Internet and Outside Sales.This position focuses on building an empowered associate team through coaching including completing assessments, monitoring contacts, providing feedback, analyzing and responding to data collected and collecting data to use in driving superior customer service at the individual and team levels. Additional duties include:• Managing the customer interactions of associates and ensuring consistent customer service for our customers • Motivating and developing associates by providing a supportive, challenging work environment that offers opportunities for growth, recognition and focus on career development• Increasing sales revenue by tracking and coaching associates to offer cross and upsells. Develop strategies for converting information calls into actual sales.• Interviewing and hiring associates. Writing performance appraisals and administering discipline as necessary• Communicating all pertinent information in an organized, logical and timely manner within all levels in the organization• Managing all resources effectively to support the Customer Service Organization goals. Assisting in achieving Contact Center financial, service, quality and productivity targets by managing relevant metrics (i.e. Productivity, administering Voluntary Time Off, planning training, etc.)Qualifications:• Minimum of 3-5 years managing a team in a customer service and/or call center environment. • Excellent verbal and written skills required.• Interpersonal and motivational skills to communicate, coach, discipline and reward behavior in a positive manner.• Knowledge and experience of coaching techniques to drive performance improvements.• Knowledge and application of analytical techniques to determine root cause and apply appropriate intervention to achieve improved performance.• Interviewing and hiring skills.• Ability to work as part of a team.• Ability to see the “big picture� and make appropriate decisions based on the relevant information.• Bachelors degree in related field strongly preferred