Contact Center Assistant Manager

Company: Duluth Trading Company
Location: Mount Horeb
Posted on: April 6, 2025

Job Description:

Position Overview:

Position is responsible supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness improve customer service experience, create engaged customers, and facilitate organic growth This position will focus on developing the front-line staff to ensure we provide world class service in addition to gaining efficiencies through ongoing process improvements. This position will also be responsible for grooming our new leaders and building the leadership bench. Creating a "great place to work" for all employees will be another focus for the Assistant Manager.

Position Details: Work Environment:

At Duluth Trading Company, we value face-to-face interactions that foster our culture of learning, creativity, and teamwork. The role is based at our headquarters near Madison, WI. You will work in the office Monday through Thursday, with the option to work remotely from home on Fridays if you prefer.

What You'll Do:

• Develop objectives for the call center's day-to-day activities and conduct effective resource planning
• Set, communicate, and implement performance goals for the contact center
• Implement strategies and operations to ensure consistent high quality customer service while identifying areas of improvement and propose effective solutions
• Lead the team to ensure continuous coaching/training of call center staff for improved customer service and for individual employee development.
• Develop and maintain a consistently high level of personal motivation among staff members.
• Implement and review operational policies and procedures to ensure compliance with data protection ruyles and other legal updates
• Develop and maintain a positive team environment allowing for the open discussion of new ideas and methods, improvements in the department's ability to serve our customers, and helping other departments as needed.
• Build the bench-select and develop individuals who can step into a leadership role.
• Assure that all actions taken with direct reports are in accordance with established company policies.
• Handle escalated customer complaints or inquiries
• Conduct regular meetings with the team to discuss performance and updates
• Generate and present performance reports to upper management
• Work closely with other departments to ensure consistent customer service and satisfaction
• Participates in proactive team efforts to achieve departmental and company goals.
• Adopt organizations values in personal work behaviors, decision making, contributions and interpersonal interactions.
• Have superior customer service and communication skills, a strong understanding of the company's products or services, and a good grasp of relevant computer programs and equipment
• The position will assist in additional tasks assigned by the manager.
• What We're Looking For:
  • Experience in a call center management position with responsibilities for service levels, operating expenses and staff development
  • Working knowledge of phone routing systems, order management system, workforce management and call reporting systems.
  • Keyboard and computer experience (MS Excel, MS Word, MS PowerPoint as well as Google ).
  • Detail oriented with a high level of accuracy.
  • Proven ability to identify process shortfalls & submit workable changes.
  • Proven analytical skills that support the objective of cost control within the department.
  • Excellent planning and execution skills.
  • Ability to communicate to upper level management in a summary level format. Duluth Headquarters Benefits and Perks
    
    Our pursuit of a better way isn't just about our products-it's about our people too. That's why our Dam Good Crew enjoys a comprehensive benefits package, designed to support their well-being and success.
    • Multiple Medical plan options
    • Dental & Vision plans
    • Medical and Dependent Care Flexible Spending Accounts
    • Health Savings Account including company contributions
    • Company paid Life Insurance and AD&D
    • Company paid Short-Term Disability
    • Other various voluntary benefits including: Accident, Critical Illness, Hospital Indemnity, Long-Term Disability and Supplemental Life Insurance
    • 401(k) Employer Match
    • Employee Stock Purchase Plan to purchase Duluth Trading Co. stock at a discount
    • 12 weeks of Parental Leave at 100% pay
    • Paid holidays: New Year's Day, Martin Luther King Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day
    • Paid Time Off: take it as you need it policy for exempt employees
    • Daily pay available
    • 40% Employee Discount
    • Flexible Fridays
    • Onsite fitness center
      Position Compensation Outline
      
      Compensation Range: $58,000 to $72,500/year
      
      Compensation listed is for the full-time position at this specific location and is based on several factors, including experience, and qualifications. Benefits and perks may have eligibility requirements and are subject to change.
      
      The responsibilities outlined in this position description are a guideline for the general duties of the position and are not exhaustive of all duties inherent in the job. Duluth Trading Company is an Equal Opportunity Employer. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.
      
      About Duluth Trading Company: Started in 1989, Duluth Trading Company exists to enable hard-working individuals to take on life with their own two hands. Folks that revel in doing it the hard way and celebrate finding a better way. We seek talented individuals who share these beliefs and are excited to further the Duluth Trading legacy with a digital-first mindset, always moving forward and always innovating.
      
      From ingenious Duluth workwear, to comfortably capable Buck Naked Underwear, to outside-embracing AKHG, it's all about the innovative gear and gadgets that equip customers for a more hands-on way of life.
      
      Top-notch quality, immersive storytelling, outstanding customer service, and the shared belief that the go-all-in-and-dig-deep spirit exists with everyone are what sets Duluth Trading Co. apart. We seek talented folks looking to be part of a can-do team that's hellbent on helping the world to gear up, get its hands dirty, and do.
      
      

Keywords: Duluth Trading Company, Milwaukee , Contact Center Assistant Manager, Executive , Mount Horeb, Wisconsin