Call Center Director

2 weeks ago


Houston, Texas, United States Eco-Life Employment Group Full time
Job Title: Call Center Manager

The Call Center Manager plays a pivotal role in the daily operations and activities of Eco-Life Employment Group's call centers. This position requires a high level of managerial work, overseeing the formulation and implementation of policies and procedures that impact various sections of the organization.

Key Responsibilities:
  • Develop and implement effective processes to ensure customer service quality levels meet established agency standards.
  • Provide leadership, motivation, training, evaluation, and supervision of a large number of employees across various locations.
  • Manage day-to-day activities of staff, ensuring maximum use of time and resources, and making recommendations concerning staffing and operational matters.
  • Oversee the allocation of resources, establish workload, workflow deadlines, work objectives, and time utilization to meet established agency goals.
  • Responsible for reports and supporting documentation of call centers' daily and monthly activities.
Requirements:
  • High school diploma or G.E.D. equivalent from an accredited institution.
  • Minimum five (5) years of supervisory or managerial experience in a customer service/relations environment role with increasing responsibility.
  • Experience in toll road authority operations, including tag and violation operations, and handling escalated accounts.

The ideal candidate will possess knowledge of administrative, management principles, and best practices to direct, supervise, and coordinate the work of a large group of employees. Strong customer service skills, effective verbal and written communication, and analytical and organizational skills are essential for this role.


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