Senior Customer Service Manager - Night Shift

At arenaflex, we're on a mission to revolutionize the way we interact with our customers, and we're looking for a talented Senior Customer Service Manager to lead our Overnight Team to drive performance, engagement, and operational excellence. As a critical leader, you'll thrive in a fast-paced environment, balancing strategic vision with hands-on execution. If you're a seasoned professional with a passion for coaching and talent development, using data-driven insights to strengthen leadership and build a strong pipeline, we want to hear from you.

About arenaflex

arenaflex is a leading company in the industry, dedicated to providing exceptional customer experiences. We're a team of passionate and driven individuals who are committed to making a difference in the lives of our customers. Our culture is built on the values of empowerment, growth, and making a difference. We believe in creating a workplace where our team members can be their authentic selves, grow and develop their skills, and make a meaningful impact.

What You'll Do

As a Senior Customer Service Manager at arenaflex, you'll be responsible for leading a team of 5-7 direct reports, who in turn lead a collective group of 150 front-line agents. You'll be the driving force behind our Overnight Team, using your expertise to drive performance, engagement, and operational excellence. Your key responsibilities will include:

• Ownership: You'll be responsible for driving and managing multiple competing priorities and projects with urgency in a fast-paced environment. You'll act with confidence and autonomy in ambiguous situations, quickly adapting to make the best decisions for the business.
• Leadership Development: You'll lead the new hire onboarding experience for Overnight, creating a structured process that mirrors our Early Tenure program. You'll ensure a seamless transition from Nesting to Production by establishing a formal handoff with Learning & Development.
• Coaching and Feedback: You'll own coaching, feedback, and development planning for people leaders, using data to identify performance gaps and guide in addressing behaviors and implementing action plans for improvement. You'll also own talent reviews to build a strong leadership pipeline for Core Operations.
• Recruitment and Hiring: You'll collaborate with Recruiting to define hiring profiles, proactively source talent, conduct thorough interviews, and select candidates for leadership roles.
• Engagement and Connection: You'll lead through effective communication, conducting team meetings and huddles to communicate critical business updates and strategies. You'll cultivate team member understanding and enhance team dynamic through engagement and recognition.
• Partnership: You'll collaborate with Workforce Management to develop strategies for optimal staffing while driving productivity and supporting improved service levels. You'll also lead cross-functional collaboration with Quality Assurance to resolve customer issues, identify exceptional agent experiences, and drive continuous improvement through Root Cause Analysis.

What You'll Need

To succeed in this role, you'll need:

• Multi-channel contact center experience: You'll have a proven track record in a fast-paced contact center environment, with a minimum of 5+ years of people leadership experience.
• Coaching skills: You'll have validated coaching skills that develop leadership, creating a positive impact that drives improvement at both the leadership and front-line agent levels.
• Communication and interpersonal skills: You'll demonstrate active listening, patience, and compassion in interactions with direct reports and front-line team members.
• Technical skills: You'll have strong computer and internet proficiency in a technology-driven environment, including expertise in MS Office and reporting platforms like Tableau.
• Flexibility: You'll be flexible with scheduling, as the position may include evenings, weekends, and some holidays.
• Travel: You may be required to travel for business purposes.

Why arenaflex Customer Service?

At arenaflex, we're committed to creating a workplace where our team members can be their authentic selves, grow and develop their skills, and make a meaningful impact. We believe in empowering our team members to become their best, and we offer a range of benefits and perks to support their growth and well-being. Some of the reasons why you'll love working in arenaflex Customer Service include:

• YOU BELONG: We're a diverse and inclusive team, and we welcome team members from all backgrounds and perspectives.
• YOU CAN GROW: We offer ongoing training and development opportunities to help you grow and develop your skills.
• YOU CAN MAKE A DIFFERENCE: We empower our team members to take ownership and make a meaningful impact in the lives of our customers.
• YOU WILL GET SUPPORT: We offer a range of benefits and perks to support your growth and well-being, including competitive wages, medical and dental insurance, 401k, and happy hour.
• YOU WILL GET REWARDED: We reward our team members for their hard work and dedication, with opportunities for recognition and advancement.

Equal Opportunity Employer

arenaflex is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from all qualified candidates, and we're proud to be an inclusive and supportive workplace.

How to Apply

If you're a motivated and experienced leader who is passionate about coaching and talent development, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

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