Call Center Manager jobs in Lansing, MI

Description

Why Block Imaging?

Be part of a positive work community where team member's ideas and contributions are valued.

· Offering a healthy work life balance.

· Our culture encourages professional development and seeking out opportunities for growth.

· The medical imaging industry is a stable and growing worldwide market.

Block Imaging is hiring a skilled and goal-driven Call Center Manager to help us run our call center more efficiently. As our Call Center Manager, you will monitor and supervise daily activities in the call center, implement goals and objectives, and develop strategies that will elevate and improve customer satisfaction. Also, you will be responsible for hiring and training new staff members and guiding them through difficult calls and inquiries.

Additionally, you will organize and manage training sessions, schedules and shifts, evaluate staff performance, and collect and analyze call center data and metrics. Overall, your goal will be to ensure adherence to the company’s policies and procedures and make sure all customer inquiries are handled professionally and timely.

In order to ensure success as a Call Center Manager, you should have outstanding leadership, communication, problem-solving, and analytical skills.

Requirements

Duties & Responsibilities:

• Monitor and supervise daily operations and activities in the call center
• Hire, train, and manage call center representatives
• Develop and implement objectives and goals for call center activities
• Effectively plan resources to maximize productivity (people, supplies, technology, etc)
• Evaluate staff performance and effectiveness to ensure high customer service standards
• Guide and lead call center representatives through difficult calls and issues
• Analyze call center data and metrics to prepare reports for the upper management
• Prepare and manage schedules and shifts
• Monitor calls to improve quality, minimize errors, and evaluate the performance
• Establish strategies to increase customer satisfaction and call center productivity
• Organize training sessions on topics such as conflict resolution and problem-solving
• Gather and analyze call center statistics, such as sales rates, costs, metrics, etc
• Monitor and manage budgets and expenses
• Ensure customer inquiries are handled timely and professionally
• Ensure representatives adhere to established policies and procedures

Manager Requirements:

• High school diploma/GED
• Bachelor’s degree in business, business management, communications, or a related field is preferred
• Previous working experience in customer service or call center environment
• Understanding of budgeting and performance evaluation procedures
• Knowledge of computer software and phone systems
• The ability to lead, coach, and motivate team members
• Exceptional customer service and communication skills
• Strong problem-solving abilities
• Excellent analytical skills
• Ability to work under pressure

Benefits and Perks

We live out our mission, People Matter, through the care and benefits we provide our team. 

Health, Vision, Dental & More: Competitive insurance coverage including - medical, dental, and vision coverage. 

Paid Time Off: Full-time team members start at sixteen days of PTO and receive two “people matter” days for volunteering in your community.

Profit Sharing: Quarterly bonuses to team members based on meeting company profitability goals.

Investment Plan/Budgeting: Investment planning with a variety of options for deferrals and a generous company match. And financial planning tools and training.

Tuition Assistances.

Paid Parental Leave: Up to three weeks of paid parental leave following a qualified Family and Medical Leave Act (FMLA) qualified and approved leave.

Environment: Casual dress, BBQs, holiday parties, book clubs, lunch-and-learns, and many more community-driven opportunities to bond as a team and grow as an individual.

Block Imaging is an Equal Opportunity Employer

The above information indicates the general nature and level of work performed by team members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of team members assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.