Call Center Manager
2 weeks ago
Are you a seasoned professional looking to advance your career in customer service?
As a Call Center & Customer Success Manager at Kooner Fleet Management Solutions, you will oversee our call center and customer support operations, ensuring quality service and performance. You will develop and implement call center strategies to enhance customer experience, supervise and train call center staff, and resolve customer complaints and escalations in a timely and professional manner. If you have 3-5 years of experience in a call center management position, preferably within the transportation or trucking industry, and possess strong leadership skills, excellent communication and interpersonal skills, and proficiency in call center software and customer relationship management (CRM) tools, we invite you to join our dynamic team and contribute to our ongoing commitment to excellence.
Why Kooner Fleet Management Solutions?
We are a leading provider of truck maintenance and emergency repair services in the United States, with over 8 years of experience in the industry. Our commitment to providing efficient and reliable truck maintenance and repair services ensures that our clients' trucks and trailers remain in top condition, allowing them to operate safely and meet high standards. As a family-owned business, we take pride in our work, our partnerships, and our dedicated team members. We offer competitive base salary ($85-110K), medical, dental, vision, 401K match, life insurance, and opportunities for career growth and advancement.
What the Call Center & Customer Success Manager role looks like:
Manage daily operations of onsite and offshore call center operations to ensure quality service and performance. Develop and implement call center strategies to enhance customer experience. Supervise and train call center staff, promoting a culture of excellence and accountability. Develop and monitor call center metrics and prepare reports for management review. Resolve customer complaints and escalations in a timely and professional manner. Collaborate cross-departmentally to improve service delivery and customer satisfaction. Stay updated with industry trends and best practices to continuously improve call center performance.
What our ideal candidate looks like:
3-5 years' experience in a call center management position, preferably within the transportation or trucking industry. Strong leadership skills with the ability to motivate, manage and coach a diverse team. Excellent communication and interpersonal skills to effectively interact with clients and staff. Proficient in call center software and customer relationship management (CRM) tools. Ability to analyze performance metrics and identify areas for improvement. Strong problem-solving abilities and conflict resolution skills. Commitment to providing superior customer service and maintaining high satisfaction levels.
Kooner Fleet Management Solutions is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants, free from discrimination and harassment. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. We celebrate diversity and are dedicated to fostering a workplace where every team member can thrive.
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