Job Description:

ITW Food Equipment Group LLC designs and manufactures commercial food equipment for food service and retail customers through its subsidiaries. The company’s products include ware washing equipment; cooking equipment, including ovens, ranges, and broilers; refrigeration equipment, including refrigerators, freezers, and prep tables; food processing equipment, including slicers, mixers, and scales; and kitchen exhaust, ventilation, and pollution control systems. ITW FEG has the largest service network in this industry to support our global customers, with highly specialized technicians and best-in-class supply chain procedures. The company was incorporated in 2001 and is based in Troy, Ohio. ITW Food Equipment Group LLC is an Illinois Tool Works Inc. subsidiary. 

SUMMARY

The Customer Contact Center Manager is responsible for overseeing the daily operations of a contact center, ensuring efficient and effective customer service delivery. This role involves managing a team of agents, developing performance metrics, and implementing training programs to enhance customer satisfaction. The manager works to streamline processes, optimize resource allocation, and address customer concerns in a timely manner. The manager directly manages all contact center processes and communication workflows, ensuring they are designed, maintained, and implemented effectively. Works closely with IT teams and/or external partners to implement technical requirements for an omnichannel contact center system, including channels such as phone, chat, email, and case management. They collaborate with other departments to ensure alignment with business goals, maintain high-quality standards, and drive continuous improvement in service delivery. Additionally, the manager monitors key performance indicators, supports team development, and fosters a positive work environment to achieve both customer and organizational objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These are the most significant job duties performed. The size, scope and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.

The major responsibilities of this role include:

STRATEGIC MINDSET: Anticipates industry trends and customer needs to develop long-term strategies that drive contact center success. Uses data and insights to forecast demand, optimize operations, and enhance customer experience while aligning with overall business goals.DECISION QUALITY: Makes sound, data-driven decisions that balance customer satisfaction with operational efficiency. Evaluates multiple factors, including team performance, customer feedback, and service metrics, to make informed decisions that positively impact the contact center’s performance.ACTION ORIENTED: Takes swift, decisive action to address operational challenges and improve service delivery. Actively seeks opportunities for process improvements, implements solutions with urgency, and ensures that the team remains focused on achieving key performance targets.DRIVES RESULTS:  Consistently delivers measurable outcomes by setting clear objectives, tracking key performance indicators, and holding teams accountable for performance. Focuses on improving service levels, reducing response times, and increasing customer satisfaction to drive success.BUILDS EFFECTIVE TEAMS:  Cultivates a collaborative and high-performing team environment by fostering open communication, providing coaching, and ensuring team members have the tools and support needed to succeed. Focuses on team development and maintains a positive, motivated workforce to drive continuous improvement in customer service.COMMUNICATES EFFECTIVELY: Demonstrates strong communication skills by clearly conveying expectations, feedback, and important information to both the team and customers. Actively listens, ensures understanding, and adapts communication style to meet the needs of diverse audiences, fostering collaboration and enhancing customer interactions.SAFETY: Prioritizes the well-being of the team and customers by promoting a culture of safety and compliance. Actively identifies potential risks, ensures adherence to safety protocols, and creates a supportive environment where safety is consistently reinforced as a core value in all contact center operations.

Supervisory Responsibilities

This position will directly lead and influence the work of others

MINIMUM QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

BS Degree in Marketing, Business, Finance or related field with at least 10 years of progressive business development/sales experienceContact Center System Experience: Proven experience working with IT teams and/or Contact Center technical partners to manage and configure omnichannel contact center systems. Experience with case management systems, telephony systems, call routing, and IVR technologies is beneficial.

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this job, the employee is:

Regularly required to sitOperates standard office equipment

Working Conditions

Office environmentNoise level in the work environment is usually moderate

Hours of Work

Normal business hours with extended hours as neededTravel up to 25%