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Contact Center Manager

Location: Waterloo, IA

Job ID: 52141916

Job Posting Title

Contact Center Manager

Work Location(s)


Requisition Number


Company Information

Grainger is a global leading broad line supplier of facilities maintenance products serving businesses and institutions.
Our 21,000 employees are driven to serve customers and the community in exceptional ways focusing on delivering the highest level of service. The Grainger team works closely with customers to better understand their challenges and provide cost-saving solutions. Grainger's employees serve customers more than 115,000 times every day through multiple channels.
As part of a high-performing team, you’ll be able to develop your talents, and make a difference. Grainger is a Fortune 500 company and a perennial member of Fortune magazine's Most Admired Companies list.

Position Description

The Contact Center Manager partners with leadership to build an open environment of proactive communication within the Contact Center that allows for flawless execution of strategic objectives to position Grainger as the customer’s first choice. Maintains a strong
cross functional network to ensure a personal and seamless customer experience through multiple channels utilizing onsite as well as virtual team members. Accountable for delivering customer service goals, P&L performance, a highly engaged team and to build a culture of Continuous Improvement.

Job manages a team, has authority to hire and performance manage the team.
Job leads/supervises/manages 11-15 employees
 Execute the strategic vision that connects customer requirements to operations and delivers on goals and expectations to achieve desired results.
 Builds a high performance team that flawlessly executes on the Company’s Strategic vision and delivers on the operational objectives
 Takes initiatives to develop new techniques and assist with individual and team development
 Leads projects to provide consistent customer service in alignment with company strategy.
 Partners with internal and external customers in order to identify needs and share information that helps Grainger to provide exceptional service.
 Identifies, analyzes, organizes, and leads operational development opportunities that are scalable within the contact center organization and that enhance the GIS strategy.
 Partner with Operations Manager to ensure exceptional service and operational excellence of the regional contact center and remote workforce to make Grainger our Customers’ First Choice.
 Partners with cross-functional teams in disaster recovery, contingency planning and workload balancing.
 Fosters a continuous improvement culture by using CI tools and methodologies to make problems visible and generate process improvements required to build standardization and operational excellence within the Contact Centers.
 Develops and communicates consistent and continuous information about the organizational vision, mission, strategies, values, direction as well as our market strategy and change initiatives.
 Make informed business decisions by analyzing data to maximize service to our customers and partner with workforce management to make scheduling recommendations to meet defined service levels.

Position Requirements

BA/BS or equivalent preferred.
1-3 years of experience in related field preferred.
 Bachelor’s degree in Business Management, operations, or related subject.
 1-3 years, experience leading or managing a medium to large virtual team of employees in a contact center and/or call center environment
 Excellent interpersonal and communication skills
 Uses leadership skills to coach and facilitate service improvement, team behavior and to effectively communicate our vision and direction.
 Has a solid understanding of the industry, market trends and customer base.
 Understands all operations of a Contact Center, and an awareness of the other areas and how they link to and impact each other.
 Skilled in the application and use of computer and communications technology.
 Ability to effectively utilize and interpret multiple data points to evaluate risk and make appropriate broad business decisions.

Grainger is an equal opportunity employer

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