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Call Center Manager

Location: Miami

FSLA Status: Exempt

Hourly/Salary: Salary

As a Call Center Manager, you will be responsible for overseeing and managing the Client Services Team to ensure the delivery of exceptional service to our valued customers. You will play a crucial role in developing and implementing customer service strategies, policies, and procedures to optimize customer satisfaction and loyalty. Your leadership and guidance will be instrumental in maintaining a high-performance team and achieving Key Performance Indicators (“KPI”) and Service Level Agreements (“SLA”), defined by Senior Management.

ESSENTIAL FUNCTIONS:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Predictable, reliable, and punctual attendance is an essential function of the job role.

● Team Management: Lead and motivate a team of customer service representatives, including hiring, training, coaching, and performance management to foster a high-performing and customer-centric culture. Management oversight includes Team Leads, Call Center Representatives, and Quality Control Analysts; locations for these team members can vary from onsite, remote, offshore.

● Strategy Development: Develop and implement customer service strategies, goals, and objectives aligned with the company’s overall vision and business objectives.

● Process Improvement: Evaluate and enhance customer service processes and workflows (as needed) to maximize efficiency, productivity, and customer satisfaction. This includes, but not limited to, Call Scripts (“Scripts”) and Standard Operating Procedures (“SOP”).

● Quality Assurance: Implement quality assurance programs to monitor and evaluate customer interactions, ensuring adherence to established service standards and identifying areas for improvement.

● Customer Escalations: Troubleshoot escalated customer issues, complaints, or complex inquiries, demonstrating strong problem-solving skills and ensuring timely and satisfactory resolution. Raise Concerning issues to the Manager, when appropriate.

● Data Analysis and Reporting: Analyze customer service metrics and generate reports on team performance, customer feedback, trends, and recommendations for improvement.

● Call Management: Ensure that all incoming calls are taken in a timely manner, and the calling que is managed effectively. Additionally, oversight of Dialers from commencement to completion, ongoing monitoring of drop rates.

● Collaboration: Collaborate with cross-functional teams, including sales, operations, and marketing, to ensure alignment and effective communication for enhanced customer experience. Ability to effectively communicate clear and concise feedback to Senior Management on a regular basis.

● Technology and Systems: Stay updated on industry trends and advancements in customer service technologies and recommend and implement relevant tools or systems to improve efficiency and effectiveness.

● Customer Relationship Management: Cultivate and maintain positive relationships with key customers, gathering feedback and insights to inform decision-making and drive continuous improvement.

Please note that the above responsibilities represent a general overview of a Call Center Manager. Depending on the specific job requirements, you may also be asked to complete additional tasks beyond what is mentioned here. These tasks could include but are not limited to data entry, administrative duties, or other related responsibilities. The nature of the role may vary, but the ultimate goal remains the same: to provide excellent customer service and ensure customer satisfaction.

PHYSICAL DEMANDS:

The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this job.

The regular work schedule for this position is approximately 40 hours per week (Monday-Friday) and may require additional hours/overtime as necessary. Must regularly lift and/or move up to 20 pounds. Specific vision abilities required by this job include: Close vision, Distance vision, Peripheral vision, Depth perception, Ability to adjust focus and Ability to match or detect differences between colors, including shades of color and brightness. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, bend, and walk.

MINIMUM REQUIREMENTS:

Education & Experience: Bachelor’s degree; or 3 years of call center experience; 2 years managerial experience or an equivalent mix of education and experience.

Computer Skills: Intermediate proficiency with Microsoft Outlook, Word, PowerPoint, Excel, and related mail operation services software applications.

Language Skills: Ability to read and interpret documents such as business correspondence and procedure manuals; ability to write routine reports and business correspondence; ability to speak effectively, both in person and by telephone, to customers or employees of the organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent and to draw and interpret bar graphs; ability to understand and interpret statistical reports, data charts and graphs.

Job Type: Full-time

Pay: $80,806.09 - $130,551.42 per year

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Deerfield Beach, FL 33442: Relocate before starting work (Required)

Work Location: In person