Job Posting for Call Center Manager - Atlanta/Remote at Big Blue Marble Academy
Big Blue Marble Academy ("BBMA") is seeking a skilled Call Center Manager who can lead team members to improve performance, service quality, and results. The Call Center Manager will assist in establishing call center objectives, provide team members with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes to better support prospective and current customers. Our ideal candidates will have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.
To be a successful Call Center Manager, you should be focused on improving your team and call center practices. You should be observant and detail-oriented and possess an understanding of the childcare business, our products and services, and the issues representatives are facing on the frontline.
We are looking for a leader & practitioner. Someone who can lead a team, but is also able to handle the full scope of the job!
Position is seated in Atlanta, GA - but this is a work-from-home opportunity!
Supporting a team of Customer Service Professionals in all day-to-day responsibilities, including answering phone calls.
Hiring, training, coaching, and leading call center team members as they focus on enrolling prospective families and providing support for internal and external customers.
Answering representative's questions and guiding them through processes, system use, and handling matters that cannot be fielded by team members.
Leading team meetings, asking questions to better understand the calls that we are receiving, educating/coaching employees regarding processes and practices, and explaining and demonstrating expectations to employees.
Developing processes and procedures to ensure CRM/IntelliKids data is current and accurate. Serving as liaison to the vendor for troubleshooting, enhancements, and training. Assisting other management team members in identifying trends and establishing call center goals.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analyzing call center data to improve processes, ensuring resources are properly allocated, and maximizing efficiency and customer satisfaction.
Assuming other tasks or projects to support employees, other managers, and call center operations.
Bachelor's degree in Business, Communications, or equivalent. Associates degree with commensurate experience.
Minimum of two years of experience working in a high-volume call center environment.
Previous managerial, accounting, customer service, and training experience is preferred.
Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills.
Knowledge of management principles and familiarity with BBMA's products, services, and policies.
Strong coaching and leadership skills, ability to motivate employees.
Decisiveness and attention to detail.
Thorough knowledge of Windows, including Excel and Word, required. Proficiency with the necessary technology, including computers, software applications, and phone systems. Experience with childcare CRM systems preferred.
Must be able to manage multiple projects, keep meticulous records, and compose statistical reports.
Nice To Haves
Our benefits for eligible, full time employees include:
No nights or weekends
Fun and supportive team culture
Health, dental, vision, and life insurance
On-the-job training to further your career in early childhood education.
Voluntary benefits for short-term disability, an accident plan, and critical illness/cancer plans.