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Customer Service Manager - Call Center

Company: Evine
Location: Bowling Green
Posted on: June 6, 2021

Job Description:


iMedia Brands is a leading interactive media company managing a growing portfolio of lifestyle television networks, consumer brands, and media commerce services. It is a public company (NASDAQ: IMBI) headquartered in Eden Prairie, MN with its fulfillment center in Bowling Green, KY. Its flagship television retailing network, ShopHQ ( is a live, 24/7 television network that can be seen in over 100 million homes as it competes against networks like QVC and HSN. For more information, please visit our corporate website,


Manages the day-to-day operations of the iMedia Order Capture Program and directs the activities of the Order Capture Supervisors and Coaches to ensure that service goals are attained, and the business operations are fully supported.


  • Provide direction, coaching, and development to supervisors and other leadership, helping ensure service goals are attained and business operations are fully supported.
  • Ensure that corporate policies and procedures are consistently followed for issue resolution.
  • Provide on-going communication and process improvement suggestions to the Customer Service Director.
  • Provide great customer service to both internal and external customers and vendors.
  • Strategically drive Order Capture Department performance and results to ensure departmental performance goals are met
  • Report, analyze, and implement action items to improve call center metrics.
  • Manage and follow up on special projects to resolve issues and improve the customer and team experience.
  • Assist Customer Service Director with any special assignment, contact reduction efforts, customer experience projects, etc.
  • Prepare and deliver performance reviews for direct reports and provide constructive feedback
  • Complete assignments requested by the Customer Service Director
  • Manage and audit BG Solution Center processes and procedures
  • Other duties as assigned


  • Bachelor's degree or equivalent experience
  • Leadership experience in a contact center environment, preferably with both exempt and non-exempt workforces.
  • Analysis and project management experience
  • Proficient in Microsoft Office suite
  • Proven organizational, multi-tasking, time management, conflict management, motivational, inter-personal, and problem solving skills
  • In order to ensure service levels, it is essential that the individual in this role be able to work a regular and reliable schedule as provided by management.
  • Given the significant responsibilities of this role, it is essential that this role be filled on a full-time basis only.

iMedia Brands is an equal opportunity employer. We are committed to complying with all applicable laws providing equal employment opportunities to individuals regardless of sex/gender, sexual orientation, age, disability, race, color, ethnicity, religion, creed, national origin, or other protected characteristics as defined by state, federal, or local law.

The individual in this role must be able to perform the essential job functions with or without a reasonable accommodation. In the event that an applicant or employee wishes to seek a reasonable accommodation, please contact iMedia's Human Resources department for further direction.

This job description is intended to convey the general nature and scope of the position and not to be construed as an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities as needed, and iMedia management reserves the right to amend the duties and responsibilities of this role at any time to meet business needs.

Keywords: Evine, Bowling Green , Customer Service Manager - Call Center, Other , Bowling Green, Kentucky

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