Get ai-powered advice on this job and more exclusive features.
direct message the job poster from cart.com
talent acquisition leader | bringing impactful brands and talented humans together
who we are:
we’re cart.com, one of the fastest growing commerce enablement companies in the world. We provide the digital and physical infrastructure that empowers thousands of leading b2c, b2b and public sector organizations to unify commerce operations from product discovery to product delivery.
we’re building toward a world where commerce has no bounds. Our enterprise-grade software, services and logistics infrastructure, including our own network of omnichannel fulfillment and distribution centers, enable merchants to navigate an increasingly complex operating landscape and drive efficient growth.
our goal is to be the global backbone of commerce. To achieve it, we’re looking for entrepreneurial, innovative and determined teammates who are eager to help our growing base of customers simplify their commerce operations and seamlessly reach their own customers, wherever they are. Sound like you? We’d love to hear from you.
cart.com fast facts:
* 6,000+ customers worldwide
* 1,600+ employees globally
* 17 warehouses nationwide, totaling over 10 million square feet of space
* headquartered in houston, tx with international offices in mexico and poland
our values:
cart.com is building a company that is committed to living out these 6 core values:
* be brand obsessed: our lives are shaped by the brands we interact with daily. We obsess over the brands we serve, and about the things they care about.
* think beyond the box: “we’ve always done it that way” is not a phrase uttered often at our office. We create creative solutions to complex problems.
* don’t give up: we learn from our challenges and see them for what they are; great building blocks to an amazing brand story.
* speak up: we communicate clearly and directly because we care deeply. Communication is the bedrock of our community.
* work together: we’ve built a team that prides itself on diversity of thought and background. Collaboration is better with contrast.
* remember to be human: we work hard, but we leave room for the people, places and things that we love.
this position is a onsite in office role and open to applicants or individuals who are located in or willing to move to queretaro. shift is monday-friday 1st shift schedule but available as needed for business needs during business hours of 6am-11pm.
the role:
cart.com is seeking a call center operations manager to lead and optimize our call center operations, ensuring exceptional service delivery, workforce efficiency, and strong client relationships. This role is responsible for overseeing daily operations, managing a team of supervisors and agents, and implementing data-driven strategies to enhance performance and customer satisfaction.
what you’ll do:
* oversee the day-to-day operations of the call center, ensuring smooth workflows and operational efficiency.
* serve as the primary point of contact for clients, ensuring their needs are met and expectations exceeded.
* manage a team of 4-5 supervisors and 35-40 agents, ensuring they have the tools and support needed for success.
* track individual and team performance, leveraging data insights to drive continuous improvement.
* develop and implement strategies to meet kpis, including service levels, occupancy, and customer satisfaction.
* monitor adherence to workforce schedules, optimizing resource allocation based on real-time and forecasted needs.
* provide leadership and coaching to supervisors and agents, fostering a culture of accountability and excellence.
* ensure effective communication with hr, account managers, and executive team members regarding workforce needs and escalations.
* analyze call trends and customer interactions, providing insights to improve processes and customer experience.
* handle escalations with a proactive, customer-first approach, ensuring resolution in a timely manner.
* maintain compliance with labor laws and internal policies regarding scheduling, adherence, and performance management.
who you are:
* a strategic leader with a passion for optimizing call center operations and delivering superior customer experiences.
* a data-driven decision-maker who can identify trends, analyze performance, and implement improvements.
* a strong communicator who can engage with clients, executives, and front-line employees effectively.
* a proactive problem solver who thrives in a fast-paced, high-pressure environment.
* a collaborative team player who builds strong relationships with both internal and external stakeholders.
what you’ve done:
* 5+ years of leadership experience in call center operations, hospitality, bpo and/or customer service environment
* fluent in english (b2 or c1 level)
* proven track record of managing high-performing teams and achieving key performance indicators.
* strong knowledge of call center metrics (asa, occupancy, abandonment rates, adherence, etc.).
* hands-on experience with crm and workforce management tools (e.g., salesforce, zendesk, nice, verint ).
* experience building and deploying strategies for brands in the e-commerce space.
* understanding of workforce planning, scheduling, and resource allocation.
* experience managing client relationships, especially with high-demand stakeholders.
nice to haves:
* background in e-commerce or retail customer service operations.
* hospitality industry experience, particularly in reservations or booking services .
* advanced proficiency with excel, reporting tools, and data visualization platforms.
* experience in high-growth, fast-scaling startup environments.
seniority level
* mid-senior level
employment type
* full-time
job function
* customer service
* industries
* telephone call centers, business consulting and services, and outsourcing and offshoring consulting
#j-18808-ljbffr