We're a 45 year-old, $8 billion national tool retailer with the energy, enthusiasm, and growth potential of a start-up. We have over 1,600 stores in 48 states across the country and are opening several new locations every week. We offer our customers more than 7,000 tools and accessories, from hand tools and generators to air and power tools, from shop equipment to automotive tools. We provide our customers with the right tool for the right job at the right price, always delivering quality and value.

Harbor Freight Tools

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Our Contact Center Sr Manager leads and inspires their teams to provide an exceptional customer experience in every interaction with customers. They balance engagement and recognition with accountability for high performance. Our Contact Center Sr Manager is future focused, develops strategic plans, leads with vision, shares the why’s behind initiatives, and effectively manages change. They create a culture of high performance, accountability, continuous improvement, and teamwork. They support a professional, engaging, and fun environment to bring out the best in their teams.

Responsibilities:

Customer ExperienceLead by exampleChampion the customer experienceEmpower teams to overcome obstaclesReward great serviceOperational ExecutionImprove KPI’s through behavioral coachingMonitor and adjust staffing dailyMaintain appropriate service levelsChallenge status quoTalent OptimizationUtilize interview guides and hire rightDemonstrate effective feedback and coachingDrive performance managementBuild high performing teams Profit MaximizationControl overtime through cross training initiativesManage expensesEmpower with company in mindDeliver on operational objectivesSuccess Drivers:

Building High Performance TeamsAcquires and retains the right talentTrains, coaches and provides feedbackDevelops team and positions them for growthBusiness AcumenKnowledgeable in current and possible future policies, practices, trends, technology, and information regarding retail data, analytics, and business intelligenceUnderstands the purpose and stakeholders of Harbor Freight practices, policies, procedures, and systemsPresentation SkillsTranslates complex data analysis into actionable, understandable material for diverse audiences in all formats, including formal presentations to large and/or senior teams, as well as informal one-on-one updatesManaging Vision & PurposeMakes the company vision sharable by everyoneCan inspire and motivate the entire teamIs forward looking and talks beyond todayStrategic AgilityHas broad knowledge and perspectiveSees ahead clearly and is future orientedCan create competitive and breakthrough strategies and plansCustomer FocusRole models delivering an exceptional customer experience every timeUses good judgment and acts with teams and customers in mindUnderstands and teaches how operational execution directly affects the customer experienceEstablishes and maintains positive interactions with customers, peers, and associates through respectful and effective communicationThe anticipated salary range for this position is $110,800– $166,100 depending on location, knowledge, skills, education and experience. This position is also eligible for an annual discretionary bonus. In addition, we offer comprehensive and competitive benefits to Associates (and their families) such as medical, dental, vision, life insurance, short-term and long-term disability. Eligible Associates are able to enroll in our company’s 401k plan. Associates will accrue paid time off up to 200 hours per year (inclusive of PTO, floating holidays, and paid holidays). Paid sick time up to 80 hours per year unless otherwise required by law.

Senior Manager, Contact Center - Remote

What the job involves