Senior Manager, Contact Center

Potpourri Group Inc. (PGI) was founded in 1963 with a single consumer catalog. Over the years, we have expanded through both internal innovation and strategic acquisitions, evolving into one of America's most successful multi-brand direct-to-consumer merchants. Today, we proudly serve millions of customers annually.At PGI, we seek individuals with unique talents, skills, and, most importantly, passion. Our team members are enthusiastic professionals who love what they do, arriving each day ready to dive in and contribute. They take initiative, take pride in their work, and are trusted to work independently while embracing teamwork. Collaboration is at our core - employees readily share ideas, offer support, and contribute to a positive, dynamic workplace.PGI fosters a collaborative, team-oriented culture driven by an entrepreneurial spirit. We encourage creativity, innovation, and out-of-the-box thinking. Great ideas come to life not only in formal meetings but also through brainstorming sessions, casual conversations, and spontaneous discussions. While the workload is demanding, deadlines are tight, and critical projects are always in motion, our team pulls together to make things happen - because we care. At PGI, colleagues become more than co-workers; they become part of a community. For us, this is more than just a job - it's a passion, a purpose, and a career.Position Overview:Potpourri Group is seeking a Senior Manager of Contact Center Operations, key position at our Fulfillment Center in Littleton, Massachusetts. The Senior Manager will manage the day-to-day operations of a segment of the organization's operations environment in compliance with established policies and procedures. The Senior Manager interprets and implements procedures for the organization, ensures employee conformance to established practices and proper training of staff. This person is responsible for auditing current procedures for efficiency in the operation. The Senior Manager instills the notion within all employees at all levels that the business primary goal is to provide the highest quality service possible to all of our customers.Essential ResponsibilitiesEnsures that the Contact Center department runs efficiently and is profitableDirects the operating activities of multiple area centers including overseas partnersExhibits leadership skills and is an effective facilitatorEnsures that all employees within the department are working towards a common goalManages day to day business budgetary constraintsDevelops short and long term plans for the organizationEnsures that the organizations goals and objectives are appropriately defined, communicated and achievedQualification Requirements:Strong understanding of contact center systems and prior experience managing onsite contact center as well as third party outsourcing vendor(s)Must be passionate about providing superior customer serviceStrong understanding of Technology and ReportingDemonstrated ability in planning and organizing, strategic thinking, coaching and supervision, prioritizing budgeting, problem solving, data analysis, oral and written presentations, decision making, enforcement of policiesExcellent organizational skills with the ability to manage multiple projects and priorities; must work well in a fast paced environmentDemonstrated ability to recruit, train, motivate and retain personnel and to balance the staffing strengths with profitabilityStrong analytic and reasoning abilitiesWell-developed interpersonal skillsDemonstrated ability to establish credibility and be decisive, coupled with the ability to recognize and support the organizational preferences and prioritiesBenefits/Perks!Full benefits package including Medical, Dental, Vision and 401k with Company MatchPaid Vacation Time, Sick Time, and Holiday PayCompany-paid Life Insurance and Disability InsuranceEmployee Discounts, Hays Perks Program, Employee Assistance Program and Good RXPlease contact Susan Horrigan, Senior Corporate HR Recruiterat (978) 215-3793, or you may apply directly through our corporate website: Potpourri Group Inc. is an Equal Opportunity Employer

Created: 2025-03-08