Description
As a leading contracting firm, we are seeking a dynamic Call Center Manager to be the heartbeat of our customer engagement efforts. In this pivotal role, you'll manage our dedicate team, ensuring unparalleled service delivery and fostering an environment of growth and excellence. The Call Center Manager will spearhead initiatives to optimize communication strategies, collaborate closely with the marketing and sales departments to align on customer outreach efforts, and drive continuous improvement in team performance. This opportunity will focus on elevating the customer experience and building lasting relationships!
Responsibilities
Manage and oversee the daily operations of the call center, including monitoring call volume, agent performance, and customer satisfaction.
Develop and implement call center strategies to optimize performance and meet business objectives.
Monitor and analyze call center metrics to identify trends and implement improvements.
Train and coach customer service representatives to provide exceptional service and resolve customer issues effectively.
Develop and maintain call center procedures and policies to ensure consistent service delivery.
Collaborate with other departments to resolve customer issues and improve overall customer experience.
Implement call center technology and software to enhance efficiency and productivity.
Requirements
Minimum of 5 years of experience in call center management.
Proven track record of successfully managing a large call center team.
Strong knowledge of call center operations and best practices.
Excellent communication and interpersonal skills.
Exceptional problem-solving and decision-making abilities.
Proficient in call center software and systems.
Ability to analyze data and implement improvements based on key metrics.
Benefits
Medical Insurance
Paid Time Off
Salary
Note that the salary range provided is based off of realistic opportunities for potential earnings. The base salary for this role is $65,000 - $80,000 with regular bonuses.