Stericycle is a U.S. based business-to-business services company and leading provider of compliance-based solutions that protects people and brands, promotes health and well-being, and safeguards the environment. Since our founding over 30 years ago, we have grown from a small start-up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size. Every day, we help our customers solve complex challenges by safely managing materials that could otherwise spread disease, contaminate the environment, or compromise one’s identity.
Join us on our mission to protect health and well-being in a safe, responsible, and sustainable way.
Position Purpose:Oversees the day to day operations of the multi-channel contact center, assuring CS metrics are met and that customers enjoy a positive, professional and complete interaction with all team members. Supports strategic improvements consistent with corporate goals and initiatives, focusing on improving customer retention through a high-quality customer experience. Measures and provides appropriate performance and behavioral feedback to assigned team members. Assists in the design or implementation of continual improvement pro-jects. Offers suggestions to management with ideas on how to improve customer interaction, employee morale and streamline processes.
Key Job Activities:• Directly accountable for Individual team member performance, affecting overall Contact Center Performance, Department goals and project objectives. Achieves this through the oversight of work allocation and productivity of individual team members as well as oversees quality performance of individual team members
• Develop Contact Center staff through effective hiring, coaching, evaluative performance feedback and guidance
• Provides support to the Customer Service team to develop, coordinate and implement process and quality improvements in the Contact Center environment
• Assists in developing new initiatives and makes recommendations for change, based on proactive and reactive business needs, focusing on improving the communication, timing and impact to the customer and the employees in the contact center environment. Supports members of the CS team to implement change
• Addresses assigned customer issues timely and effectively
• Develop sound communication and working relationships with other cross functional processes, acting as a liaison to advise managers of needs for improved cross functional processes
• Establishes improved avenues of customer interaction and communication, utilizing existing or assisting on the development of new technology, programs, processes and reporting
• Accurately administers payroll functions
• Proactively manages manual or automated Workforce Management and Queue assignments, assuring staffing meets the demands of call volume
• Perform other duties and responsibilities, as assigned
• Education equivalent to an associate degree in Business Administration or Management, or the equivalent in related work experience, demonstrating knowledge in problem resolution call center management. Some experience with CRM technology and a work history dedicated to the service industry
• Three or more years of experience in a customer service/customer retention/sales environment, or the equivalent in related work experience, demonstrating sound judgment and initiative to satisfy customer requirements or the equivalent in related work experience
• Three or more years of experience in the Supervision or management of a problem resolution call center environment coupled with demonstrated experience in process improvement, project management and quality assurance and the ability to manage a remote workforce
• Experience in the transportation industry preferred
• Demonstrates good knowledge of Microsoft Office
Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle.
Our Promise: Stericycle is committed to attracting and retaining a diverse workforce, and to valuing unique perspectives and identities. We foster a culture of belonging that encourages, supports, and celebrates the diverse voices of our team members. It fuels our innovation and strengthens our connection to our customers and the communities we serve. We are proud to be an equal opportunity employer. All employment is decided on the basis of qualifications, merit, and business need.Disclaimer:The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise, and it does not constitute any right or guarantee of employment condition. This position is open to people with disabilities. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources and risks prevention policies and local laws. To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.