Contact Center Manager

Groupe SEB USA
life insurance, vision insurance, paid holidays, 401(k)
United States, California, Irvine
Jun 09, 2025
hat you'll do? We are seeking a dynamic and experienced Contact Center Manager to lead our customer service team with passion and professionalism. In this role, you will be responsible for overseeing the daily operations of our call center, ensuring that our customers receive unparalleled service. The ideal candidate will oversee daily operations of the contact center, manage team performance, and implement strategies that enhance customer satisfaction and operational efficiency. This position is critical to supporting our customers, dealers, distributors, retailers, and end-users. Salary Range: $100,000 - $120,000 Key Responsibilities: Analyze call center data to identify trends, forecast volume, and plan staffing levels according by setting and monitoring performance metrics for speed, accuracy, and customer satisfaction. Collaborate with other departments to integrate customer service initiatives and improve overall service delivery Manage and allocate resources effectively, including budget and technology, to optimize call center operations and develop and implement operational strategies to enhance customer satisfaction and call handling efficiency. Implement and oversee the use of call center technology, such as automatic call distribution (ACD) systems and Salesforce. Oversee the daily operations of the call center ensuring efficiency and the highest level of customer service, by participating in the hiring process, training, coaching, and performance evaluation. Bring your competencies : Education: Bachelor's degree in Business Administration, Communications, or a related field Experience: Minimum of 7 years of experience in a customer service call center environment and at least 3 years of leadership or management experience in a call center environment. Skills and Traits Strong understanding of customer service KPIs and metrics Excellent verbal and written communication skills Proven problem-solving and conflict resolution skills Proficient in Microsoft Office Suite and call center management software (Salesforce) and FSM telephony systems Flexibility to work in shifts, during holidays, and in emergency situations as needed Physical Requirements: Standing, Walking Manual dexterity Ability to Lift up to 50lbs occasionally Overview: Type of employment: Full time - Exempt Workplace type: Hybrid Irvine, Ca (On-Site: 3 days / Remote:2 days) Why SEB Professional North America? Whether working in one of our offices, or flexing between the two, we offer a number of benefits and perks to support you and your family. Please ask your recruiter for additional details regarding our benefits. Medical, Dental and Vision insurance - Generous Employer Contribution Competitive 401(K) program w/ up to 9% employer contribution On-site Gym Life insurance 12 Paid Holidays Other voluntary benefits and discounts programs Equal Employment Opportunity (EEO) SEB Professional is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information, please see OFCCP Equal Employment. Additional Information Duration (if applicable): Non Applicable Job Type: Permanent contract City: Irvine, CA Company description: Close to you anywhere in the World Groupe SEB is the global reference for small domestic appliances, cookware and professional coffee with its portfolio of 35 emblematic brands such as Tefal, Seb, Rowenta, Moulinex, Calor, Lagostina, Krups, WMF. Present in 150 countries, we produce in more than 40 industrial sites and sell 11 products per second. We believe in the richness of diversity and aspire to create an inclusive and stimulating work environment where our more than 30,000 employees can grow and give their best. SEB Professional is a subsidiary of Groupe SEB. At SEB Professional North America, we are a leader in the professional coffee machine industry, offering three equipment lines: Schaerer, WMF, and Curtis. Our innovative coffee machines are trusted worldwide and can be found in a variety of settings, including hotels, restaurants, coffee shops, and convenience stores. You've likely enjoyed coffee from our machines at McDonald's, Dunkin', Chick-fil-A, Peet's, or Tim Hortons. Join us in delivering exceptional coffee experiences worldwide. Schedule: Full-time Working place (LinkedIn): #LI-Hybrid Minimum annual compensation (individual bonuses included): 120000 Maximum annual compensation (individual bonuses included): 120000