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Associate Manager, Customer Relationship Center Operations

Job Location Minneapolis, Minnesota

Position Purpose: 

The Associate Manager will have both leadership and individual contributor responsibilities. The leadership aspect of the role is a front line leader who guides and develops talent along with upholding the service strategy of their team. Core responsibilities include: Engaging and coaching talent on all service and performance deliverables, driving accountability and productivity, along with elevating the customer experience. Associate Manager balances the workload, challenges the status quo, seeks out new ideas, identifies and drives growth. The leader thinks creatively and cross-functionally and encourage others to do the same while playing a key role in executing Sleep Number’s vision and strategy of becoming an iconic customer experience brand.

The Associate Manager will also work closely with leader on other operational initiatives inclusive of technical requirement ownership of WFM tool.  Proof of concepts, ad hoc business challenges that arise, developing business expertise and professional development are also included.       

Primary Responsibilities:

  • Responsible for managing schedules, staffing levels and skilling to Customer Relationship Center contact center volume forecasts
  • Leverages current tools/processes to provide plans to hit service level goals for 0-6 months out
  • Analyze call volume patterns, absenteeism, attrition and other relevant trends to improve forecasting
  • Defining technical requirements, sometime in detail of software code, and working with systems resources
  • Leads team (Real Time Operations) - guides, coaches, and develops team members focusing on effectiveness and efficiencies to optimize service levels and affect contact center culture
  • Identify and share trends with key partners to understand root causes, benefits, costs and risks. 
  • Monitor and oversee adherence tools (e.g. Verint) for threshold and trends
  • Monitor queues through Verint/Cisco and take appropriate actions, including IVR system adjustments on call flow to individual CRC Reps and between all locations
  • Communication of issues to the broader organization and partners (IT, CRC Leaders)
  • Build and champion process improvements related to Customer Relationship Center
  • Other duties as assigned

Key Performance Indicators:

  • Managing 0-3 month customer contact center schedules within 5% of actuals
  • Schedule Efficiency
  • Service Level / Average Speed to Answer / NSAT / % Net Sales

Position Requirements: 

  • 3-5 years supervisory experience required, or internal equivalent
  • 3-5 years customer service experience required
  • Ability to lead, teach and develop associates and managers to deliver key organizational goals.
  • Experience in WFM software (Verint preferred) optimizing scheduling and real time staff usage
  • Demonstrated experience to sell analytic concepts internally with strong technical knowledge
  • Bachelor’s degree in business or other related field required, MBA a plus.
  • Lean/Six Sigma knowledge/certification is a plus
  • Required years of experience overall and in key areas
  • Any training or certifications required
  • List preferred qualifications as well, if applicable

Knowledge, Skills & Abilities:

  • Dynamic and engaging communication skills and demonstrated professional proficiency (written and verbal) in English
  • Demonstrated success in learning new systems and ability to identify, troubleshoot, and fix system
  • Strong sense of teamwork and commitment to the larger organization
  • Proven leadership and problem solving with an in-depth knowledge of the business practices and processes
  • Advanced computer skills with proficiency in Microsoft Office applications
  • Evident work ethic; ability to prioritize tasks, meet deadlines and work independently in a fast-paced environment; able to work under pressure and effectively manage stress
  • Resiliency to embrace challenges and strive to find creative solutions

Working Conditions (if applicable):

  • Requires normal physical exertion within an office environment (i.e. sitting, computer and telephone use)
  • Normal office environment schedule with flexibility to work various hours as needed
  • Travel 5%-10% - direct reports in multiple locations

Sleep Number is an equal opportunity employer, committed to recruiting, hiring and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental, communicative or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.

Job ID R2160
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  • Customer Relationship Center, Minneapolis, Minnesota, United StatesRemove