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Call Center Operations Manager

2 months ago

Honolulu, Hawaii, United States Elite Parking Full time

Job Summary:

Elite Parking Services is seeking a highly skilled Call Center Manager to oversee the day-to-day operations of our contact center. As a key member of our team, you will be responsible for developing and implementing effective strategies to drive customer satisfaction and loyalty.

Key Responsibilities:

  • Develop and implement standard operating procedures for the contact center
  • Train and coach contact center personnel to ensure exceptional customer service
  • Conduct regular performance evaluations and provide feedback to team members
  • Collect and analyze contact center statistics to identify areas for improvement
  • Develop and implement plans to improve customer satisfaction and loyalty
  • Lead team meetings and provide presentations to executives
  • Develop and manage budgets and resources to ensure efficient operations
  • Review and approve payroll for contact center team

Requirements and Qualifications:

  • Proven experience as a call center manager or similar position
  • Experience in customer service and contact center operations
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis and cost-effectiveness
  • Proficient in MS Office and contact center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and patient attitude
  • High school diploma or equivalent; higher degree in a relevant discipline is preferred

What We Offer:

Elite Parking Services is an equal opportunity employer and offers a competitive salary and benefits package to the successful candidate.