Job Description:
Under the supervision of the Director of Customer Service, the Call Center Manager is responsible for managing and directing all aspects of an inbound call center; implementing and reviewing contact center procedures and policies to serve the customers by delivering a high standard, efficient customer service. This position will work closely with other managers and the Director of Customer Service to strategize on new and existing projects and to act as a liaison with different departments to collect information and resolve issues.
Job Responsibilities:
- Manage daily call center activities to ensure a culture of professionalism, discipline and accountability.
- Develop effective call scripts for various clients to optimize call center productivity and minimize errors while meeting client requirements.
- Develop, implement and maintain performance metrics to ensure call center resources are meeting productivity objectives.
- Design, implement and maintain quality assurance processes to ensure agents maintain a high level of professionalism and customer service on the phone.
- Ensure all scheduling information and call notes are consistently and accurately maintained in the system.
- Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.
- Liaising with team leaders, supervisors, third parties, and operatives to collect information and resolve issues.
- Setting up and meeting performance goals and targets for speed, efficiency, and quality.
- Recording statistics, performance levels and user rates of the call center and preparing reports.
- Planning and maintaining staffing model based on business needs.
- Motivating, coaching, and retraining staff.
- Handling escalated customer inquiries or complaints.
- Any other duties as assigned by Director of Customer Service.
- Also the Job Responsibilities of a Senior Supervisor.
Required qualifications:
- Must pass a Criminal Background Screening.
- Must pass a Drug Screen.
- Must pass government exclusion list at time of hire and monthly thereafter.
- Five (5) years of previous experience in Call Center leadership role.
- Familiarity with various PC & Mac Applications and software programs including but not limited to ADP, Microsoft Office (Word, Excel, Outlook, etc.), and Google Drive.
- Excellent customer service skills.
- Ability to prioritize, multi-task and adapt to a fast-paced team-oriented environment.
- Ability to assist with training and training development
- Has attention to detail, planning and organizing.
- Travel as needed.
Preferred qualifications:
- Bachelor’s degree preferred.
- Call Center experience preferred.
- Previous team lead and/or supervisory experience is preferred.
- Health Care Call Center experience preferred.
- Health Care Transportation experience preferred.
- Vehicle routing and/or dispatch experience preferred.
- Availability to work any hours Weekdays, Weekends, Holidays.
- Experience with Avaya Call Center Solutions a plus.
Accommodation:
Call the Car has the right to modify the duties and functions of the job description based on the needs of the organization.
Work Location: Diamond Bar, California
Job Type: Full-time
Pay: $70,000.00 - $84,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance
Schedule:
Experience:
- Call center management: 3 years (Required)
Work Location: In person