Grinnell Chamber

Contact Center Manager

Full time
Posted: 03/17/2021
Grinnell, IA
Human Resources


Develops and implements contact center strategy in support of corporate objectives and customer experience. Responsible for the daily operation of the Brownells contact centers including developing and aligning tactical objectives and activities in support of corporate strategy, including; efficient use of contact center technology, developing and monitoring contact center metrics, operational budget, the development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs.

Main Duties & Responsibilities:

  • Responsible for hiring, firing, performance appraisals and pay reviews. Makes decisions based on unit objectives as well as company policies and procedures.
  • Develops contact center performance goals to meet organizational strategic initiatives and ensures compliance
  • Remains current on contact center trends and technology and identifies opportunities to leverage within the Brownells contact centers
  • Brings customer perspective to policies, procedures, and process to facilitate an exceptional customer experience and drive loyalty
  • Creates a work environment to positively influence the behavior of Contact Center personnel and motivate commitment to achieving Brownells goals
  • Identifies and implements training, performance, and succession plans/programs to ensure the contact center has the right people with the right skills to build and strengthen customer relationships
  • Key decision maker in the hiring process for Contact Center personnel



Education and Experience

  • High school diploma, GED, or equivalent required
  • Three to five years of experience in a leadership position
  • Five plus years Contact Center experience
  • BA/BS degree preferred, but not required
  • COPC or ICMI certifications are a plus


Knowledge & Skills

  • Active listening
  • Customer relations
  • Knowledge of products and services
  • Time management
  • Clear communication skills


Leadership Competencies

  • Customer Focus (L4)
  • Creativity and Innovation (L2)
  • Teamwork and Collaboration (L3)
  • Communication and Interpersonal Effectiveness (L3)
  • Drive for Results (L3)


Physical Demands

Sedentary work. Sedentary work involves lifting no more than 10 pounds at a time and occasionally lifting or carrying articles like docket files, ledgers, and small tools. Although a sedentary job is defined as one which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required occasionally and other sedentary criteria are met.


Physical Hazards – Health and Safety Concerns

  • General office environments
  • Ergonomics


Where You’ll Be Located

Montezuma, Iowa


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