Call Center Manager

1 week ago

Bradenton, United States United Placement Group Full time
Job DescriptionJob Description

About Us: Join a dynamic and collaborative team where your expertise in remote call center management will play a pivotal role in shaping a successful future. At [Company Name], we are dedicated to providing exceptional customer service while fostering a supportive and innovative work environment. If you are an enthusiastic Call Center Manager with a keen eye for identifying top remote talent and a passion for driving organizational excellence, we invite you to apply today

Primary Responsibilities and Duties:

  • Hiring, Training, Coaching, and Leading: Recruit, onboard, train, and mentor call center staff to ensure they excel in customer outreach.
  • Customer Interaction: Handle escalated customer inquiries, guide employees through difficult calls or issues, and effectively diffuse angry customers.
  • Issue Resolution: Manage and resolve complex issues that cannot be resolved by call center representatives.
  • Performance Management: Oversee the call center team to achieve both quantitative and qualitative objectives.
  • Strategic Planning: Assign call center/field representative relationships for daily outreach strategy, working closely with cross-functional teams.
  • Product/Service Rollout: Collaborate with cross-functional teams to create rollout plans for new products, services, or technology.
  • Training Development: Develop training programs for new products, services, or technology as needed to ensure staff competency.
  • Quality Assurance: Conduct weekly quality assurance evaluations, providing coaching and/or corrective action as needed to maintain service excellence.
  • Daily Operations: Conduct daily meetings to review the preceding week's performance and take necessary corrective actions.
  • Data Analysis: Review Ricochet data to identify trends and areas for improvement.

Requirements

  • Proven experience as a Call Center Manager or similar position, preferably in a remote environment.
  • Proficiency with necessary technology hardware, including computers, phone systems, etc.
  • Proficiency with necessary technology software, including CRMs, dialer systems, Office Suite.
  • Experience with managing a team of diverse call center representatives.
  • Experience with hiring, training, coaching, and mentoring successful call center representatives.
  • Proven track record of driving change and results in a call center environment.
  • Excellent communication and interpersonal skills to effectively engage with candidates, hiring managers, and stakeholders.
  • Adept at evaluating candidate qualifications and conducting behavioral interviews.
  • Demonstrated ability to adapt to changing priorities and business needs.
  • Passion for fostering a diverse and inclusive workforce.
  • Bachelor’s degree in Business Administration or relevant field preferred.

Benefits

  • Medical
  • Dental
  • Vision
  • 401k
  • Life Insurance
  • PTO
  • Weekly Payroll

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