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Call Center Manager

Call Center Manager

Job ID 
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Job Description

Audible Inc. is a media company and the category leader in spoken-word entertainment. We’re looking for a committed Customer Care Group Manager. This role requires an effective personnel manager with superior performance coaching experience and the ability to successfully lead a large team. You’ll develop initiatives to meet the challenges of a fast-paced entrepreneurial environment, and aren’t hindered by ambiguity or competing priorities. Your leadership will ensure that Audible listeners receive an exceptional and seamless experience when engaging with team representatives.

You’re a big-picture thinker with an ability to identify and solve Service Delivery problems before customers even realize they need help. You actively develop people-managing supervisors, their team leaders, representatives, and encourage continual improvement. We have a culture that promotes empowerment, taking initiative, finding solutions, collaboration, and having fun. Beyond providing an incredible customer experience through your leadership and hands-on engagement, you are a skill-building and coaching role model. If this sounds like you, you might be the Audible Customer Care Team’s next Group Manager!

Your experience includes delivering results, working in a faced-paced environment, possessing a positive work ethic, and displaying reliability.

  • Leading daily Service Delivery operations for the call center, including a large group of &gt50 people with multiple sub-teams.
  • Being passionate about delivering an exceptional customer experience and best practices to resolve customer concerns.
  • Developing, monitoring, analyzing and meeting performance goals.
  • Overall implementation of tactical strategy for Service Delivery, including evaluation of success measures and operational efficiency.
  • Conducting monthly, mid-year, and annual performance reviews for Supervisors.
  • Key influencer or decision maker for Audible policies and procedures regarding motivation, rewards, discipline, conflict resolution, interviews, attendance, and training.
  • The identification, development, analysis, and improvement of team performance and/or business objectives.
  • Ownership of the individual development of Supervisors and guiding best practices for how they coach their teams for success.
  • Operationalization of experimental bar-raising customer service methodologies to support adaptable business needs.
  • Leveraging data to make factual decisions on behalf of the call center or to influence process improvement opportunities.
  • Represent the call center when collaborating with other partner call centers for support, information sharing, or common initiatives as directed by business owners.
  • Recommend plans for training, quality assessment, staffing, shift assignments and all other agent-impacting projects supported by global functional teams.
  • Staying current with the industry.
  • Contributing to a diverse team.

Basic Qualifications

  • 4+ years people management experience, leading mid-to-large size groups
  • A Bachelor’s Degree from an accredited university
  • Customer service experience in a call center environment
  • A proven ability to effectively resolve problems and implement process improvements in a production call center
  • You thrive under pressure, and have experience handing the most critical of customer escalations with calm and respect
  • You have impeccable communication and organization
  • You’re available to work irregular hours including holidays, nights, and weekends
  • You possess excellent time management and multi-tasking skills
  • You perform beyond expectations in a fast paced and changing environment
  • You have a history of motivating both individuals and teams to achieve results

Preferred Qualifications

  • Customer service experience in a call center environment for technical troubleshooting or help desk support
We have a comprehensive benefits package. Here are some of the fun and meaningful perks we offer:
  • Daily catered lunch, Monday breakfast and juice bar, snacks and Friday happy hours
  • Free onsite gym and 25% fitness reimbursement
  • Seasonal sports clubs - basketball, hockey, soccer, volleyball, softball and more
  • Company sponsored events
  • Transit reimbursement, paid parking and shuttle service
  • Tuition assistance
  • Annual Amazon discount
  • Meaningful community involvement opportunities including mentoring interns, literacy tutoring and Audible Scholars, along with collaboration on start-up projects incubating in Newark Venture Partners
Audible, Inc. is the world’s largest seller and producer of spoken audio entertainment, information and educational programming. Since inventing and commercializing the first portable digital audio player in 1997, our focus on technological innovation and superior programming has earned us millions of subscribers around the world. We’re an Amazon subsidiary with a presence on four different continents, yet we maintain a startup vibe and small company feel. We offer more than 375,000 downloadable audiobooks, audio editions of periodicals, and other programs, and an escalating array of listening products that enrich daily life for a growing population of people who want to be more productive, well-informed, and thoughtfully entertained.

Audible is an Equal Opportunity Employer-Minority/ Female/ Disability/ Vet