Operations Support Manager

Premium always seeks to hire exceptional talent to represent our clients at retail and we need you to help us deliver. Join a collaborative team of passionate professionals as Premium’s newest Operations Support Center Manager. We are seeking an experienced, knowledgeable, and process-oriented Operations Support Center Manager to join our team and help guide our Operations Center Support group to new heights!

What’s in it for you?

• Enjoy the perks of joining a Top Workplace in St. Louis
• Work on programs representing brands you know and love
• Tremendous opportunity for advancement within Premium

What will you do?

• Own staffing Premium Operations Support Center with onboarding, training, coaching, and evaluating employees in partnership with Director and Supervisor
• Manage team of 25 employees utilizing metrics and incentives: Team Leads, Operations Support Specialist and Operations Support Representatives
• Drive team performance with metrics and motivational activities that inspire great attendance, performance, and behavior
• Assess team members using observational techniques and audio reviews
• Identify team member opportunities and coach up
• Hold regular one-on-ones with employees and complete annual performance reviews
• Handle escalation calls, chats, texts, and emails
• Assist callers with service order questions, job instructions, onboarding, software password resets, blue tooth scanners, Wi-Fi connections, retail security, and retail display demo mode resets
• Partner with I.T. and H.R. for onboarding / offboarding
• Provide feedback to business partners on job instructions and share best practices
• Identify program trends and escalate accordingly
• Complete administrative tasks as required

What experience should you have?

• Minimum 4 years in leadership role
• Experience in employee management required
• Minimum 2 years in contact center environment
• One-year retail/merchandising in consumer electronics a plus
• Candidate must have strong communication skills
• Proficient in Microsoft Office Word, Excel, Outlook – collaboration software experience ideal, such as Microsoft 365 or Google docs
• Experience with business tools such as smart phones, tablets, and/or laptops, including trouble-shooting connectivity and browsers
• Read and interpret operations documents such as scope-of-works and operating procedure manuals
• Bachelors’ Degree preferred