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Manager, Customer Service

2 months ago

Diamond Bar, United States Call the Car Full time $66,560 - $85,000
Job DescriptionJob Description

Responsibilities:

  1. Manage daily call center activities to ensure a culture of professionalism, discipline and accountability.
  2. Develop effective call scripts for various call campaigns to optimize call center productivity and minimize provider abrasion while meeting client requirements
  3. Develop, implement and maintain performance metrics to ensure call center resources are meeting productivity objectives.
  4. Design, implement and maintain quality assurance processes to ensure agents maintain a high level of professionalism and customer service on the phone.
  5. Ensure all scheduling information and call notes are consistently and accurately maintained in the system.
  6. Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.
  7. Liaising with team leaders, supervisors, third parties, and operatives to collect information and resolve issues.
  8. Setting up and meeting performance goals and targets for speed, efficiency, and quality
  9. Recording statistics, performance levels and user rates of the call center and preparing reports.
  10. Planning and maintaining staffing model based on business needs.
  11. Motivating, coaching, and retaining staff as well as coordinating reward, bonus, and incentive plans.
  12. Handling escalated customer inquiries or complaints.