Customer Care Call Center Manager
3 weeks ago
Position at FlexTG
Are you ready to lead a team to excellence in customer service? We're seeking an experienced Call Center Manager at our national HQ location in Mesa, AZ to take charge as a leader in our Service Operations team. As the Customer Care Call Center Manager, you'll play a pivotal role in ensuring our customers receive nothing short of a world-class experience from our on-site and remote customer care team.
Here's what you'll be doing:
- Handle high-priority escalations and participate in customer conference calls, ensuring our clients and sales personnel receive top-notch support.
- Forecast headcount needs, hire and onboard top talent, and develop leadership skills among team leads and supervisors. You'll also set KPIs and team goals to keep everyone on track.
- Identify training needs, assess skills, and foster continuous growth among agents. Your focus on developing your team will be key to our success.
- Generate comprehensive reports on team performance and efficiency, providing valuable insights to leadership to drive strategic decisions.
- Analyze call center data to optimize processes and maximize efficiencies through automation, always striving for excellence.
- Create a motivating work atmosphere, facilitate problem-solving, and promote collaboration among team members.
The ideal candidate will have:
- Bachelor's Degree or equivalent experience
- 5+ years of management experience, with at least 2 years in the industry preferred.
- Strong understanding of call center environments and HR regulations.
- Excellent interpersonal and communication skills with ability to interact with all levels of leaders and employees.
- Ability to develop and implement performance metrics.
- Critical thinking and problem-solving abilities.
- Experience in employee training and development - including identifying and assessing talent and skills
- Proficiency in Microsoft Office and desktop technology
If you're ready to lead a passionate team dedicated to delivering exceptional customer care, apply now
Join us in shaping the future of our service operations and making a meaningful impact on our customers' lives. Let's build something extraordinary together
Flex Technology Group provides equal employment opportunities to all employees and applicants for employment. The Company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), pregnancy (including childbirth, lactation and related medical conditions), protected veteran status, uniformed servicemember status, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, benefits, leaves of absence, compensation and training.
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