Manager, Customer Service

2 weeks ago

Diamond Bar, United States Call the Car Full time

Under the supervision of the Director of Customer Service, the Call Center Manager is responsible for managing and directing all aspects of an inbound call center; implementing and reviewing contact center procedures and policies to serve the customers by delivering a high standard, efficient customer service. This position will work closely with other managers and the Director of Customer Service to strategize on new and existing projects and to act as a liaison with different departments to collect information and resolve issues.

**Responsibilities**:

- Manage daily call center activities to ensure a culture of professionalism, discipline and accountability.
- Develop effective call scripts for various clients to optimize call center productivity and minimize errors while meeting client requirements.
- Develop, implement and maintain performance metrics to ensure call center resources are meeting productivity objectives.
- Design, implement and maintain quality assurance processes to ensure agents maintain a high level of professionalism and customer service on the phone.
- Ensure all scheduling information and call notes are consistently and accurately maintained in the system.
- Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.
- Liaising with team leaders, supervisors, third parties, and operatives to collect information and resolve issues.
- Setting up and meeting performance goals and targets for speed, efficiency, and quality.
- Recording statistics, performance levels and user rates of the call center and preparing reports.
- Planning and maintaining staffing model based on business needs.
- Motivating, coaching, and retraining staff.
- Handling escalated customer inquiries or complaints.
- Any other duties as assigned by Director of Customer Service.
- Also the Job Responsibilities of a Senior Supervisor.

**Required qualifications**:

- Must pass a Criminal Background Screening.
- Must pass a Drug Screen.
- Must pass government exclusion list at time of hire and monthly thereafter.
- Five + (5) years of previous experience in Call Center leadership role.
- Familiarity with various PC & Mac Applications and software programs including but not limited to ADP, Microsoft Office (Word, Excel, Outlook, etc.), and Google Drive.
- Excellent customer service skills.
- Ability to prioritize, multi-task and adapt to a fast-paced team-oriented environment.
- Ability to assist with training and training development
- Has attention to detail, planning and organizing.
- Travel as needed.

**Preferred qualifications**:

- Bachelor’s degree preferred.
- Call Center experience preferred.
- Previous team lead and/or supervisory experience is preferred.
- Health Care Call Center experience preferred.
- Health Care Transportation experience preferred.
- Vehicle routing and/or dispatch experience preferred.
- Availability to work any hours Weekdays, Weekends, Holidays.
- Experience with Avaya Call Center Solutions a plus.

**Accommodation**:
Call the Car has the right to modify the duties and functions of the job description based on the needs of the organization.

**Work Location**: Diamond Bar, California

Pay: $70,000.00 - $84,000.00 per year

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance

Schedule:

- Monday to Friday

**Experience**:

- Call center management: 3 years (required)

Work Location: In person

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