Who we are:
Team Beans/Forever Collectibles, LLC (FOCO) stands as a global industry leader in the manufacturing of sports and entertainment merchandise. Our diverse range of products spans from collectibles and novelty items to promotional memorabilia, making us a prominent player in the market. Armed with all major sports licenses, a robust infrastructure, and an extensive product portfolio, our company continues to achieve new milestones daily.
The success of FOCO's expansion is intricately tied to our commitment to introducing fresh designs and innovative manufacturing techniques to categories seeking revitalization. We take pride in our dynamic approach to the industry and our ability to meet evolving market demands.
As we continue to climb to new heights, we are on the lookout for dedicated and driven professionals to join our team. If you are passionate about contributing to a company that values innovation, creativity, and growth, we invite you to explore opportunities with us and be a part of our exciting journey. Join FOCO, where your skills and enthusiasm can make a significant impact!
Our Opportunity:
Are you a seasoned leader with a flair for customer service and an ardent love for sports? FOCO is currently seeking a dynamic individual to fill the role of Director, Customer Service I - DTC / eCommerce, contributing to our team and ensuring an unparalleled experience for all our customers.
FOCO is continuing to build a world-class team that strives to be the most trusted destination for sports fans everywhere! We are looking for leaders to join our Customer Service Operations Team who are passionate not only about our customers, but about our people.
We are looking for a Team Manager in Piscataway, NJ or Little Rock, AR to provide proactive leadership and development to a team of 10-15 hourly team members who support multiple channels within the business. The ideal candidate will challenge, coach, and mentor their team to go above and beyond to create unique and impactful moments for our customers while also resolving their issues. This leader will be accountable for their team achieving set service and quality expectations, while developing team members that are having difficulty meeting FOCO standards.
The Team Manager should have exceptional communication, interpersonal and customer service skills, as well as comprehensive knowledge of company policies and offerings.
What You’ll Do:
-
Manage a team of 10-15 direct reports.
-
Oversee Customer Service Teams and be the point of escalation for all channels (remote agents, end customers, internal teams, and vendors)
-
Create and drive talent management strategies that include but are not limited to succession planning, talent reviews, recommendations of promotional opportunities for top performers, and development of all team members.
-
Own, update and improve the SOPs and processes for the customer service teams as circumstances adjust and trends are noticed.
-
Develop ticket management strategies and ensure alignment to the SLA.
-
Leverage multiple data points, trending information, and behavioral patterns to establish and execute coaching strategies.
-
Monitor operational dashboards, analyze, and report on performance of key partners and vendors.
-
Manage the corrective action process up and through termination for conduct or performance related issues.
-
Partner with recruiting to conduct interviews, assist in defining hiring profiles, and provide feedback on candidate quality to drive continuous improvement and candidate selection.
-
Improve production levels of phone, email, chat and social media teams through recurring meetings and huddles to communicate critical business updates and drive team member productivity.
-
Deliver individualized feedback on performance and behavior to all team members to identify areas of opportunity and develop action plans to improve metrics, closing performance gaps.
-
Review and score customer calls using quality control guidelines to ensure agents are meeting established criteria; Calibrate with other team members to ensure consistency in grading using speech to text analytical tools and evaluation of issue resolution, customer empathy and sentiment, and adherence to FOCO training and product specific knowledge.
-
Monitor and control team members' productivity and workload of multi-channel volume.
-
Partner with the Operations Manager to create and execute annual engagement plans and activities.
-
Support and handle customer and systems escalations as needed.
-
Develop ticket management strategies and ensure alignment to the SLA.
-
Assist and support learning and development needs for team members to successfully complete their metric expectations and to stay current on new product training as needed.
-
Handle employee concerns and escalations to HR where necessary.
-
Participate and provide feedback on business initiatives that directly impact the Customer Service Team.
-
Operate with understanding, active listening, patience, empathy, and kindness to customers and fellow team members.
-
Conduct retention checks with Agents to check knowledge of current FOCO information.
-
Identify operational deficiencies and suggest plans for improvement.
-
Help improve efficiency by creating Macros for repeat requests and contributing to new articles on the Help Center.
-
Develop and enforce customer service standards, ensuring consistent delivery of exceptional service to customers.
-
Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA),Customer Satisfaction (CSAT), productivity (solves/AHT)
-
Prepare reporting by collecting, analyzing, and summarizing data and trends to improve processes, ensuring resources are properly allocated to maximize efficiency and customer satisfaction.
What You’ll Need:
-
2-5 years working experience in a customer service or call center environment.
-
3+ years in working in the ecommerce industry at a Brand.
-
Management experience with 5 or more direct reports.
-
Experience with CRM required e.g., Zendesk.
-
Experience with Shopify
-
Experience with Online Marketplaces e.g., Amazon, eBay, Walmart, Target.
-
Experience with OMS, IMS, etc.
-
Experience with vendor/category businesses at Amazon
-
Ability to manage a high volume or information/data.
-
A sense of urgency with a demonstrated ability to multi-task and adapt to quickly changing priorities in a fast-paced environment.
-
Excellent verbal and written communication abilities.
-
Proficiency in Microsoft Office Suite products.
-
Position may require some travel (<25%).
-
Must be willing to work evening shifts and perform other duties as needed.
Tryouts are open at FOCO! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow. The ball is in your court now.