Manager, Consumer Services Operations in Marysville, OH at ScottsMiracle-Gro

Date Posted: 2/24/2021

Job Snapshot

Job Description

Here at Scotts Miracle-Gro there is no such thing as a typical day.  Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace.  Every Associate plays an important role in providing innovative solutions for today’s gardeners and growers and contributing new ideas to improve operations. In our company you need grit, it is what we were founded on over 150 years ago and is what keeps us growing. Regardless of your level in the organization there is a platform for your voice to be heard and the ability to influence change. Family, community and hard working values are weaved into all that we do. Come grow with us, where we develop and nurture the next generation of leaders. ​

Job Overview:
You will be responsible for the overall efficient operations of the call center and its forward-looking technology and to develop strategies and initiatives that create exceptional customer experiences. You will be responsible for ensuring productivity standards are being met as well as all other associated metrics, data, analyzing and reporting to support the recommendations of improvement & process changes. You will oversee all workforce management and training and; Development functions with the Scotts team and with our 3rd party call center.

Responsibilities and Duties:

  • Coordinate the compilation of a variety of daily, weekly and monthly Salesforce reports, along with ad-hoc reports and analysis.

  • Prepare a variety of documents including: spreadsheets, charts, and presentation materials for external or internal purposes

  • All day-to-day Contact Center operations to lead exceptional customer experiences

  • Learn the industry landscape to identify emerging trends, enhance service levels, and reduce costs

  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

  • Understands, develops, implements, and enforces key Call Center KPIs and metrics

  • Analyze call center data and make recommendations to improve operations, consumer experience, as well as forecast and planning.

Minimum Qualifications:

  • This role requires a high level of attention to detail, excellent communication, and the ability to identify gaps while developing solutions in real-time.

  • An experienced, well-rounded, ‘hands-on’ leader, comfortable communicating at all levels of an organization is essential.

  • 7+ years of leadership experience, preferably in retail or contact center operations

  • Deep knowledge of Call Center Software and CRM systems for the industry

  • Excellent track record of leading improvement initiatives, budgeting, labor management

  • You will become proficient in all aspects of Scotts Consumer services and DTC including product knowledge and current software applications

  • Proven ability to forecast volumes and budget operating expenses

  • Detail-oriented with a high level of accuracy

  • Proven ability to identify process shortfalls & lead changes

  • Excellent planning and execution skills

What we do for you (just to list a few cool ones):

  • Offer extremely competitive benefits including: Health, Dental and Vision coverage.

  • Onsite wellness center which includes: 24,000 sq. ft. fitness center, Walgreens pharmacy and Doctor’s office.

  • Nutrition reimbursement program (up to $200 per associate and per spouse)

  • Beautiful campus and corporate offices designed like a log cabin offering free coffee, chef run cafe and the best crushed ice!

  • First day of hire, 401K match (up to 7.5%) and discounted stock purchasing program (15% discount).

  • Our commitment to diversity and inclusion includes employee resource groups: Scotts Women’s Network, Scotts Black Employee Network, Scotts Veterans Network and GroPride Network, Scotts Young Professionals.

  • 12 SMG paid holiday days and generous vacation policy.

Our commitment to LiveTotal Health puts the wellness and safety of our associates and their families as the top priority.  Throughout the COVID-19 pandemic, ensuring associate safety has been a primary focus for all of us at Scotts.  During this year’s flu season and the continuing pandemic, we remain committed to doing everything we can to keep our associates healthy and safe.   As such, we are requiring our US associates to get a flu vaccine. This safety measure will help protect our associates, our families and our communities.  We recognize a medical or personal circumstance may prevent you from meeting this requirement and we have a process to address those concerns. 

Not interested in this role? Stay up to date on future opportunities by joining our ScottsMiracle-Gro and Hawthorne Gardening talent networks.

Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace.

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity

Notification to Agencies:

Please note that the Scotts Miracle-Gro company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Master Service Agreement, and specific approval to submit resumes to an approved requisition, the Scotts Miracle-Gro company will not consider or approve payment regarding recruiter fees or referral compensations.