Call Center Operations Manager

4 weeks ago

Sheffield Lake, United States Authority Brands Full time
Lawn Squad has been proudly serving the local community for over 20 years Our Lawn Technicians specialize in numerous facets of lawn care including fertilization, weed and pest control, aeration and seeding. We take pride in helping properties throughout Ohio look and feel their best. Our team combines year of experience with passion for lawn care to deliver results that keep lawns healthy and safe throughout every season. We make it a point to treat our customers' properties like our own and ensure that the end results not only meet but exceeds their expectations.

The Call Center Manager will be responsible for hiring and overseeing the daily operations of the call center and its employees. The Call Center Manager is responsible for delivering high standards of service to internal and external customers by establishing goals for call center employees, effective and efficient use of call-center staff and technology resources.

Essential Functions:

  • Hire, onboard and train call center personnel.
  • Coach call center staff through challenging customer service issues.
  • Analyze call center data and prepare reports for upper management.
  • Evaluate staff effectiveness and performance annually or on an at-need basis.
  • Lead team meetings and give presentations to executives.
  • Prepare work schedules to ensure sufficient coverage.
  • Create personnel and supply budgets for approval.
  • Deliver on key call center KPI's to drive overall call center performance.
  • Develop strategies to assist the call center and employees in providing high levels of customer service.
  • Proactively provide suggestions for improving call center capabilities to enhance service delivery.
  • Provide a supportive, positive work environment that fosters teamwork.
  • Other duties and call center related projects as assigned.

Experience:

  • Four plus years of people management experience preferably in a call center or customer service environment.
  • Sales experience a plus.
  • Managing outsources call centers a plus.

Other details
  • Job Family Franchisor
  • Pay Type Salary

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