Since 1986, FCP Euro has become the leading online catalog store for OEM and Genuine replacement parts for European cars. Check out our website www.fcpeuro.com.
Because of unprecedented growth, we’re expanding our company with new products and we’re growing fast! With the right people, we’re convinced the next few years will be an exciting growth phase. To meet this challenge, we’re looking for a eCommerce Marketing Analyst.
What's the culture and personality at FCP Euro?
At FCP Euro, we’re not just the usual corporate jargon. We're big on hiring for chemistry, fit, CULTURE, and compatibility and then teaching the appropriate skills for each position. The FCP Euro culture is huge!
Right now we’re in one of the most exciting growth phases in our history. You’re going to feel that urgency, fast pace, and energy if you become part of the FCP family. Everyone has an opportunity to grow with us, especially people who show entrepreneurial spirit, ambition, and smarts.
Call Center Manager
The Call Center Manager at FCP Euro is responsible for
Supervision of FCP Euro’s Call Center
Manages and Trains all call center personnel to abide by the FCP Euro Framework
De-escalates any customer complaints
Develops plan and executes on a 6 day operating schedule
Develops plan and executes for phone coverage for pacific time zone customers
Develops, Tracks, Reports and Manages Based on FCP Euro Call Center KPI’s
Maintains ASF of 95%+
Maintains AVG hold time less than 30 seconds
Maintains AVG call time less than 4 minutes
Maintains team AVG Stella Connect Score of 4.75+
Maintains team AVG NPS score of 90%+
Continuously Improves Customer Experience and Call Center Processes
Reviews and improves IVR and call routing to increase 1 call resolution
Creates an environment of positivity for all call center employees to delivery industry best customer experience
Consistently reviews call types, root causes reasons and provides solution to reduce the amount of incoming calls
Recruits & Develops Industry Leading Customer Experience Team
Continuously recruits and maintains a well lubricated pipeline for call center candidates
Identifies trains two key persons (AM Lead and PM Lead) with associated job descriptions
Develops FCP Euro internal curriculum and trains team based on industry, vehicle knowledge, internal compliance, and vehicle maintenance
Maintains a rolling 12 month headcount plan and coordinates with Customer experience director to forecast and budget
The Call Center Manager Reports to the Customer Experience Director
Salary Range: $60k - $80k depending on experience
We look forward to hearing from you!