Call Center Manager + Salesforce Analyst

2 months ago

Eden Prairie, United States Ultimate Staffing Full time

Responsibilities:


Call Center Operations:

  • Supervise daily operations, including a team of 8 Customer Service Representatives (CSRs).
  • Monitor and improve call center performance metrics (KPIs).
  • Develop and implement policies to enhance productivity and customer satisfaction.
  • Collaborate with the VP of Service to achieve North American KPIs.
  • Forecast call volumes, schedule shifts, and manage workforce needs.
  • Maintain and report inventory and service activities using Salesforce Gantt Chart for scheduling.

Salesforce CRM Management:

  • Manage customer interactions and track service requests using Salesforce CRM.
  • Customize Salesforce CRM to meet call center needs and train staff on its use.
  • Analyze CRM data to identify trends and generate reports.
  • Oversee the Call Center Operations Dashboard in Salesforce CRM.

SAP ERP Management:

  • Streamline call center operations using SAP ERP.
  • Ensure accurate processing of customer orders and billing.
  • Resolve SAP ERP issues in collaboration with IT and train staff on the system.

Team Leadership and Development:

  • Lead, mentor, and develop call center agents.
  • Conduct performance reviews and foster a positive work environment.
  • Handle escalated customer issues promptly.

Continuous Improvement:

  • Implement process improvements to enhance efficiency and satisfaction.
  • Stay updated on industry trends in call center management, CRM, and ERP systems.
  • Participate in cross-functional projects to drive growth and service improvements.


Requirements:

  • 5+ years of call center management experience, with a focus on Salesforce CRM and SAP ERP systems.
  • Strong planning, organizing, problem-solving, and adaptability skills.
  • Ability to travel (less than 5%) to customers for site visits, annual service meetings (MN or WI), including occasional travel to Denmark (headquarters) - once every 5 years or so

OUR WISH LIST (preferred, not required):

  • Salesforce Trailblazer/Trailhead Ranger Rank (or higher).
  • SAP CRM knowledge preferred.
  • Expertise in telephone systems like MXIE.
  • Field service dispatch industry experience is a huge plus.


All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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