Call Center Manager

2 months ago

Concord, United States Duncraft Full time
Job DescriptionJob Description

Job Summary: We are seeking a motivated and experienced individual to join our team as the Call Center Manager. The successful candidate will oversee the daily operations of our call center, ensuring that customer interactions are handled efficiently, professionally, and in line with our company's values and standards. This position requires a strong background in call center supervision, exceptional leadership skills, and a passion for providing excellent customer service. As a wild bird lover, you'll enjoy the added joy of working with products that bring nature closer to our customers.

This is a hands-on manager role where most of your time will be spent working alongside the customer service representatives, answering phones, and responding to emails.

Responsibilities:

·         Manage and supervise the call center team, including hiring, training, coaching, and performance management of CSRs.

·         Develop and implement call center strategies, policies, and procedures to optimize efficiency, productivity, and customer satisfaction.

·         Monitor and analyze call center performance metrics, such as call volume, response time, and customer satisfaction scores, and take appropriate actions to address any issues or areas for improvement.

·         Foster a positive and supportive work environment that encourages teamwork, collaboration, and continuous improvement.

·         Handle escalated customer inquiries or complaints, ensuring timely resolution and customer satisfaction.

·         Collaborate with other departments, such as sales, marketing, and operations, to streamline processes and improve overall customer experience.

·         Stay up to date with industry trends and best practices in call center management, customer service, and technology, and recommend relevant improvements or changes to enhance our call center operations.

·         Prepare regular reports on call center performance, including key performance indicators (KPIs), and present findings to senior management.

·         Communicate with customers via incoming and outgoing calls, emails, and live chat.

·         Implement fraud detection plans and strategies as well as relevant data security policies and practices.

·         Oversee recurring order programs such as AutoShip, Food Club, and Seed-by-the-Month.

·         Soft proof marketing emails and catalogs with a customer service perspective.

·         Assist with processing returns, exchanges, refunds, and mail orders.

Qualifications:

·         Proven experience in call center management, with a minimum of 2 to 3 years in a managerial or supervisory role, demonstrating excellent communication and interpersonal skills.

·         Ability to manage a team of up to 4 customer service representatives, providing guidance, leadership, support, and ongoing coaching.

·         Excellent communication skills, both verbal and written, with the ability to interact professionally with customers, team members, and managers at all levels of the organization.

·         Solid understanding of call center operations, including call routing, workforce management, and quality assurance.

·         Proficiency in call center software and systems, and call center reporting tools.

·         Strong analytical and problem-solving skills, with the ability to identify trends, patterns, and areas for improvement.

·         Exceptional customer service skills and a commitment to ensuring customer satisfaction.

·         Ability to work in a fast-paced environment, prioritize tasks, and manage multiple projects simultaneously. 

Why Join Us: If you are a self-motivated individual with a passion for customer service and a desire to lead and inspire a team, we invite you to apply for the position of Call Center Manager at Duncraft. Join us in our mission to provide exceptional bird products and create memorable experiences for our customers. Plus, if you're a wild bird lover, you'll appreciate the unique joy of working with products that bring nature closer to our customers.

Our call center can be a whirlwind of activity one minute and a calm sanctuary the next. We need someone who can rally the team during the hustle and bustle and keep spirits high during quieter times, all while always looking for the next best way to enhance our customers' bird feeding experience.

Important Disclaimer Notice: The job duties, elements, responsibilities, skills, functions, experience, educational factors, requirements, and conditions listed in this job description are representative only and not exhaustive of the tasks that the employee may be required to perform. Duncraft does reserve the right to revise this job description at any time and require employees to perform other job duties as assigned.

Company DescriptionDuncraft is a small family-owned business specializing in the manufacturing of bird feeders, bird houses, and other wild bird products. With a rich history spanning over 70 years, we take pride in providing high-quality products that enhance the bird-watching experience for our customers. Our dedicated call center team plays a crucial role in ensuring exceptional customer service, handling orders, and addressing inquiries promptly and professionally.Company DescriptionDuncraft is a small family-owned business specializing in the manufacturing of bird feeders, bird houses, and other wild bird products. With a rich history spanning over 70 years, we take pride in providing high-quality products that enhance the bird-watching experience for our customers. Our dedicated call center team plays a crucial role in ensuring exceptional customer service, handling orders, and addressing inquiries promptly and professionally.

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