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Call Center Operations Manager

4 months ago

Mechanicsburg, United States Gt&e Llc Full time

The Customer Support Center (CSC) Manager is responsible for providing quality and efficient service to customers through the daily management of a team of customer support center specialists.

This position has responsibility for:

- Staff, train and supervise CSC personnel to develop and maintain a customer-first culture
- Maintaining and improving standard operating procedures (SOP’s) and guidelines

Also:

- Operating within all policies and procedures of the company
- Maintaining high personal morale
- Maintaining excellent customer relations
- Attaining short and long-term objectives
- Ability to travel as needed to successfully perform position responsibilities
- Other duties as assigned

**Duties**-
- Staff, train and supervise CSC personnel to develop and maintain a customer-first culture
- Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner.
- Provides statistical and performance feedback and coaching on a regular basis to each team member.
- Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
- Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.
- Shares continual responsibility for deciding how to manage the employees, ensuring customers are handled efficiently and effectively.
- Recognizing, documenting, and alerting the management and call center team of trends in customer calls
- Maintaining and improving quality results by developing and improving standard operating procedures (SOP’s) and guidelines
- Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.
- Works closely with the corporate parts manager to establish work procedures and processes that support the company and departmental standards, procedures, and strategic directives.
- Strategizing with team members to innovate and improve the overall call center process-
- Understanding and striving to meet or exceed call center metrics while providing excellent and consistent customer service
- Manages large amounts of inbound inquiries and outbound calls in a timely manner
- Utilizes software, databases, scripts, and tools appropriately
- Customer Parts Sales and Order Processing
- Generates sales leads by screening callers and identifying potential opportunities
- Resolves customer issues in an accurate and timely manner

**Job Requisites**

This vital position requires a customer-focused, detail oriented, self-driven, flexible problem-solver who will assist customers and call center specialists in resolving technical and product information inquiries, as well as recommending appropriate products to drive revenue growth. To support call center specialists in their roles, the customer support center manager must have the following skillsets:

- General Skill Requisites
- Excellent verbal and written communication skills
- Demonstrated problem-solving and decision-making skills
- Ability to work both independently and in a team environment
- Results driven with a commitment to achieving personal, client, and company goals
- Ability to work in a fast-paced environment and maintain focus on the key priorities despite conflicting demands
- Self-starter with a high energy attitude and great sense of urgency
- Excellent written, verbal, and interpersonal skills with proven experience in employee communications
- High level of integrity and professionalism in dealing with confidential information
- Excellent critical thinking skills to make decisions and solve problems
- Attention to detail to ensure that all quality elements are satisfied and comply with standards
- Proficiency with computers and strong typing skills
- Specific Skill Requisites
- Associates Degree OR appropriate combination of education and work experience:

- 1 to 3 years supervisory experience in a customer service environment
- Experience with developing others through coaching, actionable feedback, and hands-on leadership
- Excellent communication skills
- Must be able to build a highly engaged, committed, and empowered workforce
- Strong understanding of the call center environment to enhance performance and achieve financial targets
- Work constructively with others to achieve shared goals
- Ability to demonstrate unbiased judgement of staff situations and procedures
- Training, coaching and mentoring skills
- Sound knowledge of strong telephone soft skills
- Experience handling escalated calls
- Ability to work flexibly to the needs of the business and under pressure
- Expert product/service and job knowledge
- Familiarity with CRM systems a plus

GTE is an equal opportunity employer