What are the responsibilities and job description for the Call Center Manager position at Camis?
At Camis, we connect people to memorable recreational experiences. We do this through our online reservation systems and call center services. Our Software as a service (SaaS) solution meets the needs of over 500 government and privately-operated parks, campgrounds, harbors, and marinas across North America.
We are a diverse group of people; unified in the belief that work can be fun, fulfilling, and flexible!
Visit www.camis.com for more information on our products, services, and clients.
Camis is currently seeking a full-time Call Center Manager to join our growing team.
The Call Center Manager’s principal function is to execute and coordinate all of the daily Call Center related activities in the business. The manager holds final responsibility for meeting, and possibly setting, customer service targets for Camis Inc. The Call Center Manager plans, directs and coordinates the Call Center daily functions of Camis Inc. through direct reports.
What you will bring to the role:
-Minimum 3 – 5 years in a call center environment
-Strong project management skills
-Excellent knowledge of call center performance metrics, both real time and historical
-Minimum 5 years in a supervisory/managerial role
-Able to make decisions to support the business
-Demonstrated ability to analyze data, identify problems and their root causes, and build creative solutions
-Ability to work onsite at the Camis office in Cumberland
What you will be doing:
-Leading and providing support by building solid relationships with team members and providing ongoing coaching and feedback
-Motivating and supporting employees to ensure optimum engagement levels
-Meeting performance targets for efficiency, compliance, and quality in real time
-Overseeing employee incentive programs
-Handling complex customer complaints and/or inquiries
-Managing staff scheduling, including shift patterns and staffing levels to meet demand
-Facilitating regular staff meetings for effective communication
-Managing the complete call center floor, customer experience and operations, ensuring service levels are consistently achieved
-Identifying and assisting in the development and deployment of training opportunities and coaching initiatives for agents
-Assisting with recruitment for new staff
Benefits and Compensation:
-Competitive compensation based on education and experience
-Dental, medical, and insurance group benefits
-Retirement savings contributions
-Free camping
Camis is committed to fostering a culture that celebrates diversity and inclusion with an intentional focus on recruiting and retaining employees from diverse backgrounds, creating awareness of diversity issues and benefits, fostering a supportive environment where inclusivity is expected and prioritized, and holding ourselves accountable in promoting this perspective throughout the organization. The Camis team strives to collectively promote a culture that empowers our employees and fosters values of respect, inclusion, and belonging across the company.
