Manager - Call Center & Customer Service

Reno, NV 89506

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Manager - Call Center & Customer Service

The Customer Service department is a Reno-based team that provides support to Sales and Operations, documenting an average of 1,000 customer service requests a day from North America. The manager will have a team of 21 direct reports, while working closely with the operations manager. The hours for this position will be 6:00 am to 2:30 pm, Monday - Friday. This manager is preferred to work an earlier shift, with ability to work outside of set schedule when necessary. This is a salaried position.

Note: While the position is posted in Reno, depending on one’s experience and background it can be filled anywhere with the United States.

Responsibilities

  • Workforce Planning: Scheduling and staffing of employees based on work load and volume, in each of the departments.
  • Maintains safe & healthy work environment by establishing and enforcing organization standards, adhering to legal regulations.
  • Provides quality service in following policies and responsibilities for department, and ISO Management expectations.
  • Support and Guidance to team, and the team Leads.
  • Supports Manager and Director, promoting the same vision, goals, and expectations set forth for the team.
  • Expectations:
    • Ensuring administrative expectations are completed daily.
    • Manage associate’s attendance by reviewing work hours, vacation, and sick time through Kronos.
    • Write and conduct employee Blue Prints with direct reports.
    • Provide guidance and written documentation for disciplinary actions with associates.
    • Ensure Local, and Quality objectives are being met and information shared with the team.
    • Support team with established SOP’s and work instructions.
    • Participation in department meetings. (e.g.: Team meetings, Conference Calls, Webinars, ISO)
    • Assist in New Hire interviews, orientation, and training path.
    • Working Supervisor, who can multi-task responsibilities, assist team with the daily volume, as well as review or respond to escalated calls diplomatically & efficiently.

Qualifications:

  • Prior experience leading a team of hourly associates in a fast-paced environment.
  • Three years of Anixter experience is an asset but not required
  • Highly analytical with ability to communicate importance of data to teams.
  • Ability to handle pressure and multiple-competing priorities and deadlines.
  • Demonstrated organizational and time management skills.
  • Demonstrated business communications skills, verbal and written, required.
  • Excellent computer skills and aptitude, including 10-key and typing by touch, and knowledge with Microsoft Office software.
  • Self-directed, motivated and goal oriented with strong sense of urgency.
  • Skilled at managing time and priorities through organization and prioritization.
  • Associates level degree preferred, but not required.

We require all of our employees to perform work in an ethical manner and uphold a culture of honesty and ethics at all times.

Anixter is an Equal Opportunity and Affirmative Action Employer; Minority / Female / Disabled / Veteran


Click here to apply online


EB-9045877431

About WESCO

WESCO International, Inc. (NYSE: WCC), a publicly traded FORTUNE 500® holding company headquartered in Pittsburgh, Pennsylvania, is a leading provider of electrical, industrial, and communications maintenance, repair and operating (MRO) and original equipment manufacturer (OEM) products, construction materials, and advanced supply chain management and logistic services. Pro forma 2019 annual sales were approximately $17.2 billion, including Anixter International. The company employs approximately 18,900 people, maintains relationships with more than 30,000 suppliers, and serves more than 150,000 active customers worldwide. Customers include commercial and industrial businesses, contractors, government agencies, institutions, telecommunications providers, and utilities. WESCO operates 11 fully automated distribution centers and approximately 800 warehouse/branch locations in North America and more than 50 countries around the world, providing a local presence for customers and a global network to serve multi-location businesses and multi-national corporations.

To see additional opportunities with Wesco, please visit their careers site at: www.wesco.com/careers

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Our Blue Book!

Some companies have mission statements, some have employee policies.....we have the Blue Book.

"Enthusiasm is the greatest business asset in the world. It beats money, power and influence." Read more to find out if Anixter's business style is a good fit for you.

If you have a disability and need help with any part of the application process, or need an alternative method for applying, we are happy to assist. Please contact 224-521-8159 or hrservices@anixter.com, and we will put you in touch with the right person.

EEO is the Law, and we comply with every aspect of it. It's part of our values, and the way we conduct business. For more information, click here: EEO is the Law

Anixter is an Affirmative Action employer and an inclusive environment. We welcome all races, ethnicities, genders, religions, and ages, candidates who are veterans, disabled, LGBT, and we welcome diverse viewpoints and experiences. Our employees reflect our customers, vendors, and communities.

We require all of our employees to perform work in an ethical manner and uphold a culture of honesty and ethics at all times.

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