Customer Contact Team Manager

Supervises an assigned shift in a 24/7 customer contact center who receive telephone calls, chats, and email from customers or vendors and assures appropriate action taken and customers satisfied.

Three years of customer service or customer relations in a call center environment. Prior experience in a call center environment in the last 18 months is preferred.

Degree (one of):

BACHELORS DEGREE - Preferred

Major/Minor (one of):

BUSINESS ADMINISTRATION - Preferred

BUSINESS MANAGEMENT - Preferred

Work – Onsite (HQ – Dallas, Texas)

• Candidates eligible for the Military Spouse Exemption may be considered for remote work
• PCS Not Authorized/LSP Not Authorized

Technical (Preferred/Required Skills/Systems):

• Experience leading and developing customer service teams in a fast-paced e-commerce environment, including performance management, coaching, associate engagement, and talent development.
• Proven ability to drive operational results through data-driven decision making, customer escalation resolution, and cross-functional partnerships.
• Experience building engaged, high-performing teams while fostering accountability, professional growth, and customer-focused support.
• Experience supporting digital customer experiences, including order fulfillment, returns, refunds, and customer remediation processes.
• Proficiency in Microsoft Excel, including data analysis, reporting, and basic modeling.
• Experience gathering, documenting, and validating business requirements.
• Ability to create process maps, workflows, and other business documentation.
• Strong analytical and problem-solving skills with the ability to identify trends and drive process improvements.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Strong attention to detail, organizational skills, and commitment to accuracy.

Supervises a staff of customer contact associates that are responsible for handling customer inquiries and manages team performance. Prepares daily/weekly/monthly reports on individual and team performance.
Handles complex customer issues involving Military Star, e-Commerce, federal debts, collections, returned checks and ESSO from customer contact lead or other associates.
Manages customer service levels, production and quality assurance that meets or exceeds operational goals.
Performs other duties as assigned.

24x7 work environment supporting Exchange operations, which requires either shift work, on call, and/or after hours project work and may include holidays, and weekends