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2 months ago
Service Minds is a prominent residential contractor in the United States, proudly operating over 40 locations throughout the Southeast. Our brands, including Mister Sparky Electric, One Hour Heating & Air Conditioning, and Benjamin Franklin Plumbing, are known for their commitment to exceptional service and customer satisfaction.
Job Overview:
We are looking for a dedicated Call Center Manager to join our dynamic team and oversee the daily operations of our customer service call center. This role will involve managing Learning and Development initiatives, dual agents, outbound processes, and coordinating shared audit resources. The ideal candidate will have a strong background in call center management, demonstrate excellent leadership abilities, and possess a passion for delivering exceptional customer service. Additionally, the Call Center Manager will collaborate closely with the other call center manager to align strategies and ensure seamless operations across both departments.
Key Responsibilities:
- Collaborate closely with the other call center manager to align strategies and ensure cohesive operations.
- Oversee Learning and Development initiatives aimed at enhancing employee skills and performance.
- Manage dual agents and outbound processes, ensuring efficiency and alignment with organizational goals.
- Coordinate and optimize the use of audit resources shared between departments.
- Manage and oversee the daily operations of the call center.
- Supervise call center agents and ensure they meet performance expectations.
- Develop and implement strategies to improve efficiency and quality of service.
- Monitor call center performance metrics and KPIs.
- Handle escalated customer issues and provide resolutions promptly.
- Conduct regular performance reviews and provide feedback to team members.
Qualifications:
- Proven experience as a Call Center Manager or similar role in a customer service environment.
- Strong leadership and management skills with the ability to motivate and inspire team members.
- Excellent communication skills, both verbal and written.
- Ability to handle escalated customer complaints and resolve issues effectively.
- Proficiency in call center software.
- Analytical mindset with a focus on improving processes and performance.
Benefits:
- Health, Dental & Vision insurance
- Health Savings Account
- Life Insurance
- PTO, Paid Holidays
- 401(k) with employer match
- Career Path Opportunities and Room for Growth
- And much more
Disclaimer Statement: This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements, or working conditions associated with this position. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.
Equal Opportunity Employer: Service Minds is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
