Call Center Team Director
18 hours ago
About Conexon, LLC
At Conexon, LLC, we are committed to expanding high-speed internet access to rural communities nationwide. We seek an accomplished Call Center Manager to spearhead our technical support efforts and drive exceptional customer experiences.
Job Overview
This is a critical role that requires strong leadership skills, technical expertise, and a customer-centric approach. As a Call Center Manager, you will oversee the daily operations of our technical support center, manage a team of technical support specialists, and develop strategies to enhance customer service and technical support.
Responsibilities
- Direct the daily activities of the call center, focusing on timely issue resolution and high customer satisfaction.
- Coach and develop a team of technical support specialists, emphasizing a culture of excellence and continuous improvement.
- Establish and monitor performance metrics, such as call response times, resolution rates, and customer satisfaction scores, to optimize operations and improve service delivery.
- Collaborate with internal teams to ensure seamless integration of customer service with broader business objectives.
- Stay ahead of emerging trends and issues affecting customer inquiries and system performance, enabling proactive measures to prevent service disruptions.
Requirements
- A minimum of 5 years of experience in call center management, preferably in a technical support context.
- A proven track record of leading technical support teams and improving service delivery.
- In-depth knowledge of call center technology and telecommunications systems.
- Expertise in analyzing call center metrics and leveraging data to inform decision-making.
- Experience with CRM software and support ticketing systems.
- Ability to work independently and make sound judgments in a fast-paced environment.
Salary and Benefits
The estimated annual salary for this position is $85,000 - $110,000 based on experience. We offer a comprehensive benefits package and opportunities for professional growth in a dynamic work environment.
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