Call Center Manager

4 weeks ago

Saint Louis, United States Duke Manufacturing Full time
Job DescriptionJob Description

Job Summary:

The Call Center Manager is responsible for overseeing the daily operations of Duke's call center, ensuring the highest level of customer satisfaction, managing the performance of a team of call center agents, and implementing strategies to enhance operational efficiency. The ideal candidate will have strong leadership skills, a customer-focused mindset, and the ability to drive continuous improvement


Job Responsibilities:

Operational Management

  • Oversee the daily operations of the call center, ensuring smooth and efficient service delivery.
  • Monitor and manage call center performance metrics, including call volume, response time, customer satisfaction, and agent productivity.
  • Ability to diagnose and resolve equipment operational / functionality
  • Develop and implement operational procedures and policies to enhance service delivery and operational efficiency.
  • Ensure compliance with company policies, industry regulations, and quality standards.

Team Leadership

  • Recruit, train, and manage a team of call center agents, providing ongoing coaching and development.
  • Conduct regular performance evaluations and provide feedback to enhance agent performance.
  • Foster a positive and motivating work environment, promoting teamwork and high morale.

Customer Support

  • Handle escalated customer inquiries and complaints, ensuring prompt and effective resolution.
  • Analyze customer feedback and call center data to identify trends and areas for improvement.
  • Technical understanding of Duke equipment and troubleshooting processes
  • Familiarity with Duke's manufacturing operations
  • Understanding of the customers operational environment
  • Implement strategies to improve customer satisfaction and loyalty.

Reporting and Analysis

  • Prepare and present regular reports on call center performance, including key metrics and improvement initiatives.
  • Use data analytics to identify opportunities for process improvement and cost reduction.
  • Develop and manage the call center budget, ensuring cost-effective operations.
  • Providing feedback / input to the QAB process around equipment performance gaps

Technology and Innovation

  • Evaluate and implement call center technologies and tools to improve efficiency and customer experience.
  • Stay updated on industry trends and best practices, integrating new approaches to enhance call center operations

Essential Job Knowledge, Skills, and Abilities:

  • Bachelor's degree in Business Administration, Communications, or a related field.
  • Proven experience as a Call Center Manager or similar leadership role in a call center environment.
  • Strong understanding of call center operations, metrics, and technologies.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to analyze data, develop insights, and implement actionable improvements.
  • Customer-focused mindset with a commitment to delivering exceptional service.
  • Proficiency in call center software and CRM systems.
  • Ability to handle high-pressure situations and resolve conflicts effectively

See Job Description for full details.

Duke is an equal opportunity employer.

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