Stamps.com is the leading provider of Internet-based mailing and shipping solutions. Stamps.com’s PC Postage service enables small businesses, shippers, enterprises and consumers to print U.S. Postal Service-approved postage right from their home or office with just a PC, printer and Internet connection.

Stamps.com was founded in 1996 and has since grown into one of the most successful Internet based companies in the Los Angeles area with over 200 employees, serving over 400,000 customers and achieving very strong financial results. The Company places an emphasis on investing in its employees and continually invests in its core technology, customer service and marketing assets. Stamps.com is located in the Playa Vista area of Los Angeles and is a publicly traded company on the NASDAQ market under the symbol STMP.

We are seeking an experienced Call Center Manager to help us manage our vendor(s) and grow and develop our Retention & Inbound Sales teams and revenue. This position reports to the Director of Customer Care. Stamps.com is based in Marina Del Rey, California, but this position will travel up to 50% of the time (out of state and potentially in-state).

This is an exciting and highly visible position where your efforts directly impact the bottom line. You will use your expertise and creativity to support the growth and evolution of the Retention and Inbound Sale teams, directly managing the vendor(s), analyzing the results, making recommendations for improvements/new concepts, and executing them. Stamps.com has a very supportive team, room to grow, competitive salary and amazing benefits.

This position will provide direct leadership and strategic direction our third-party call center vendor(s) handling Stamps.com inbound retention, presales, and customer service programs. This role will be responsible or management of the Contact Center outsourced vendor(s) to ensure maximum performance. This will include residing on-site at the vendors premise 25-50% of the time. The manager must be a strong leader, have top notch communication skills, have strong marketing and sales insights, thrive in a fast-paced environment, and be highly detail oriented and analytical. In addition, this position is responsible for the growth of revenue from the retention and presales programs.

Key Qualities:

• Experience managing a Retention and/or Inbound Sales team and producing strong results.
• Experience managing a 3rd party vendor on inbound programs.
• Must be an analytical and creative thinker in terms of designing scripts, offers, and tactics to improve retention and sales results.

Responsibilities include:

• Responsible for leading and directing multiple outsource vendors, both onsite and remotely.
• Improve retention and sales results by listening to calls, providing input, removing under performers, providing direction on offers, scripting, training, etc.
• Drive quality assurance, service levels and productivity with outsource vendors.
• Arrange for optimum staffing levels to ensure adequate coverage for our operation.
• Monitor the hiring, training, and development of staff as well as evaluate staff effectiveness.
• Develop processes and tools to ensure compliance with contractual requirements, maximizing performance, and cost efficiencies.
• Analyze program performance, budgets, costs, efficiencies, formulates recommendations and drive improvements.
• Assist in creating and finalizing strategic needs assessment to determine long-term outsourcing needs.
• Ensure critical issues are identified quickly and escalated appropriately.
• Develop new tools and/or solutions to maximize efficiency and effectiveness of the outsourcers.
• Ensure all SLA requirements are met by the vendor and appropriate steps are taken to correct deficiencies.
• Drive the vendor selection process and implementation as necessary.
• Able to travel at least 25-50% to the various vendor locations.
• Develop a formal feedback loop to keep management abreast of how our vendors are performing.

Qualifications:

• 10 years combined operations and performance management experience with at least 5 years in a management/leadership role.
• Must have 3-5 years of direct Management experience in the area of 3rd party Outsourced contract management with a strong emphasis in inbound Call Center & Retention/Sales management.
• Must be available to travel 25-50% of the time.
• Experience with multi-location call centers a plus.
• Proven track record of achieving high levels of customer satisfaction, retention results, and meeting SLA’s
• Experience in cost management, strategic planning, and operations reporting
• Ability to work in a metrics driven, fast-paced and dynamic environment
• Proactive and aggressive in solving problems, recognizing and taking action on opportunities and developing a strong team
• Top notch leadership skills – a role model
• Excellent oral, organization and written communication skills
• Experience working with process improvement methodologies
• Understanding and experience in training and quality assurance desired
• Demonstrated ability to build a high performance team
• Must be familiar with reading and understanding legal binding contracts, as well as understanding and enforcing the contract terms.
• Advanced proficiency in general computer use (MS Word, Excel and Outlook)
• Working knowledge with contact center systems such as ACD, IVR, email, chat and other applications
• Bachelor’s Degree in Business preferred.

You may send your resume directly to dstevenson@stamps.com and include "Call Center Manager" in the subject.