Call Center Manager

1 month ago


Jackson, Michigan, United States American 1 Credit Union Full time
Job Description

We are seeking a highly skilled Call Center Manager to lead our team and drive exceptional customer service. The ideal candidate will have a proven track record of leadership, coaching, and accountability, with a strong focus on customer satisfaction and employee development.

  • Leadership and Management: The Call Center Manager will be responsible for leading and managing a team of customer service representatives, providing coaching and guidance to ensure exceptional customer service and high levels of employee engagement.
  • Customer Service: The Call Center Manager will be responsible for ensuring that all customer interactions are handled in a professional and courteous manner, with a focus on resolving issues and exceeding customer expectations.
  • Employee Development: The Call Center Manager will be responsible for developing and implementing training programs to ensure that customer service representatives have the skills and knowledge needed to provide exceptional customer service.
  • Operational Excellence: The Call Center Manager will be responsible for ensuring that all operational processes are in place and functioning effectively, with a focus on efficiency, productivity, and quality.

Key Responsibilities:

  • Lead and manage a team of customer service representatives
  • Develop and implement training programs to ensure exceptional customer service
  • Ensure operational processes are in place and functioning effectively
  • Monitor and report on customer service metrics and employee engagement

Requirements:

  • Bachelor's degree in Business Administration or related field
  • Two years of experience in customer service or a related field
  • Proven track record of leadership and management
  • Strong communication and interpersonal skills
  • Ability to work in a fast-paced environment

About American 1 Credit Union:

At American 1 Credit Union, we are committed to providing exceptional customer service and building strong relationships with our members. We are a dynamic and growing organization, and we are seeking a highly skilled Call Center Manager to join our team.



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