Call Center Operations Manager

3 weeks ago


Gibsonia, Pennsylvania, United States McVay Plumbing Heating and Cooling Full time

We're seeking a highly skilled Call Center Operations Manager to join our team at McVay Plumbing, Heating & Cooling. As a key member of our operations team, you'll be responsible for developing and implementing call center strategies, monitoring performance metrics, and making data-driven decisions to improve processes and customer satisfaction.

About the Role:

The ideal candidate will have proven experience in call center management or customer service leadership roles, preferably in the home service industry. You'll be expected to lead and manage a team of customer service representatives, provide guidance, coaching, and performance feedback, and ensure adherence to call center policies and procedures.

Responsibilities:
  • Develop and implement call center strategies to improve operational efficiency and maximize productivity.
  • Monitor and analyze call center performance metrics, identifying areas for improvement and implementing action plans.
  • Lead and manage a team of customer service representatives, providing guidance, coaching, and performance feedback.
  • Ensure adherence to call center policies and procedures, maintaining a high standard of professionalism and quality in all customer interactions.
Qualifications:
  • Proven experience in call center management or customer service leadership roles.
  • Strong leadership skills with the ability to motivate and inspire a team.
  • Excellent communication and interpersonal skills, with the ability to build rapport with customers and internal stakeholders.
  • Solid understanding of call center operations, including knowledge of software and telephony systems.
Benefits:
  • A competitive salary range of $80,000 - $110,000 per year, depending on experience.
  • A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) with company match, and paid time off.
  • Ongoing training and development opportunities to enhance your skills and career prospects.

McVay Plumbing, Heating & Cooling is an equal opportunity employer, committed to creating a diverse and inclusive work environment. If you're a results-driven leader with a passion for delivering exceptional customer service, apply today



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