Customer Service Operations Manager
2 weeks ago
About Reliable Roofing:
At Reliable Roofing, we are committed to delivering exceptional customer experiences and providing top-notch service excellence. We are seeking a seasoned Call Center Manager to oversee our customer service team and maintain the highest standards of performance. If you're an experienced leader with a passion for customer satisfaction and team development, we want to hear from you. Our call center focuses on scheduling appointments via inbound and outbound calls to warm leads. We prioritize relationship-building over cold calling.
Job Description:
Key Responsibilities:
- Oversee daily operations of our call center, ensuring effective resource utilization and high-quality customer service.
- Provide leadership in handling customer escalations and resolving complex issues.
- Conduct regular coaching sessions and performance reviews with agents.
- Create and implement strategies to improve efficiency, customer satisfaction, and overall team performance.
- Develop and maintain KPIs to track team performance and quality standards.
- Analyze reports on team performance, customer satisfaction, and call center metrics.
Requirements:
- Proven experience as a Call Center Manager or similar leadership role in a call center environment.
- Strong leadership, coaching, and team-building skills.
- Exceptional communication and interpersonal skills.
- In-depth knowledge of call center operations and performance metrics.
- Experience with call center software and CRM systems.
- Strong analytical and problem-solving skills.
Why Choose Us?
- $75,000 - $90,000 per year salary.
- A supportive and dynamic work environment.
- Employee recognition programs and incentives.
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