What are the responsibilities and job description for the Call Center Manager position at Confidential?
JOB TITLE: Call Center Manager
REPORTS TO: General Manager
DIRECT REPORTS: Customer Service Representatives
DEPARTMENT: Customer Service/Call Center
JOB SUMMARY:
The purpose of this position is to: provide stellar customer and CSR support in a positive manner.
KEY AREAS OF RESPONSIBILITY:
- Provide support, direction, and discipline to the call center team
- Enable call center staff to meet or exceed productivity standards set by the company
- Participate in continuing education to best serve our clients
- Lead by example in all things
- Approve timecards and PTO accurately for the payroll department
- Maintain proper staffing
- Participate in management team meetings
- Monitor and respond to customer complaints
- Oversee initial and continual training of CEPs in a patient and positive manner
- Monitor CEP calls to ensure accuracy in call center procedures
- All other duties as assigned.
QUALIFICATIONS:
- Ability to pass initial and random drug screenings
- Ability to pass a national background check
- Strong commitment to world-class customer service
- Strong multi-tasking skills; phone, computer, and people skills
- Build and encourage a positive work culture and be a willing and engaged team player
- High school diploma or GED
- Ability to be flexible and effectively handle change
- Above-average communication skills
- Experience with Windows-based operating systems, plus proficiency in the Microsoft Office Suite
- Possess prior call center or supervisory experience
Job Type: Full-time
Pay: $65,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekend availability
Ability to commute/relocate:
- St. Louis, MO 63132: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Call Center management: 3 years (Preferred)
- Customer Service management: 4 years (Preferred)
Work Location: In person
Salary : $65,000 - $85,000
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