Workforce Management & Contact Center Manager

Working for one of our world-class brands means being part of a great working environment and collaborating with people from all corners of the world on a product you are proud of.

Company Overview:

Bethlehem Shared Services provides professional services exclusively for Cigars International, CIGAR.com, Pipes & Cigars, Thompson Cigar, Meier & Dutch, Cigarbid.com and its affiliates. We are the fastest growing cigar company in the country, and leading online and direct marketer of fine cigars, premium pipe tobaccos, luxury gifts and accessories, and more.

While our roots are in direct marketing, we have a strong eCommerce and growing brick and mortar retail presence. We have three (3) Retail locations in Pennsylvania, five (5) in Texas, two (2) in Florida and soon to be more.

Summary:

We are looking for an experienced  Workforce Management Manager to oversee daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology and data-driven decision making is utilized to optimize a well-organized and productive staff. The candidate that we are seeking must be an organized, reliable, and a results-driven professional. They must be a proven leader and have a practical mind to solve problems on the spot, partnered with an ability to see the “big picture” and make improvements. As a Workforce Management Manager, you must also have excellent customer service and communication skills.

What can you expect in as a Workforce Management Manager with Cigars International/Bethlehem Shared Services?

Gather and analyze data using tools and methodologies to identify trends, process, and system improvement opportunities, and develop efficiencies in the contact center to improve service delivery and increase customer satisfaction.
Collaborate with Workforce Management to ensure forecast accuracy & staffing optimization.
Coach and train supervisory personnel to maintain high customer service standards.
Participate in recruiting and hiring supervisory staff as well as participate in agent selection.
Express and garner constituent support of the company’s shared vision and purpose.
Act as a liaison for the Contact Center and collaborate with other departments or divisions.
Lead team meetings.
Build a positive work environment.
Prepare reports for upper management.

Your areas of knowledge and expertise (that matter the most for this role):

Minimum 5 years' experience as contact center manager
Experience in sales & customer service is required. E-Commerce preferred.
System Workforce Management tools experience a must. Genesys Cloud CX preferred.
Experience in financial analysis (cost-effectiveness, cost-benefit etc.) related to staffing utilization.
Knowledge of performance evaluation and customer service metrics
Strong analytical skills, with the ability to articulate and define outcome measures that capture & improve key performance metrics.
Proficient in MS Office and contact center equipment/software programs.
Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem-solving ability
Change Management experience.
Positive and patient
High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated.
Hybrid way of working – 3 days in the office, 2 days work from home.

We value our employees and in addition to our competitive salaries, we offer a competitive benefit package to our talented team members including:

Comprehensive Health Care, Vision & Dental Plan
Flexible Spending Account
Disability Plans
Basic & Supplemental Life Insurance
Additional Supplemental Benefits
Paid Vacation, Paid Time Off (PTO) days, Holidays
401(k) Retirement Saving Plan including a generous Company match

What happens next?

You Apply – Craft your career with us!
We carefully review your application (over a nice cup of coffee).
The important thing to know is that we process applications on an ongoing basis, so we encourage you to submit your application as soon as possible
If we are a match, you’ll receive an email or a call from our HR team
And a final note for you to know - We'll get back to you — even if it's a no (for now)

Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.e-verify.gov.

*Please be informed that this Direct Search is conducted exclusively by the Scandinavian Tobacco Group. We do not accept applications from agencies, and we will not provide compensation for unsolicited CVs.

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