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Call Center Operations Manager

2 months ago

Daytona Beach, Florida, United States Proctor Loan Protector Full time
Job Summary

We are seeking a highly motivated and experienced Call Center Operations Manager to join our team at Proctor Loan Protector. As a key member of our customer service team, you will be responsible for overseeing the day-to-day activities of our call center, ensuring that our customers receive exceptional service and support.

Key Responsibilities
  • Supervise and Manage Call Center Operations: Oversee the day-to-day activities of our call center, ensuring that our customers receive exceptional service and support.
  • Lead and Develop Team Members: Provide guidance, coaching, and development opportunities to our call center team members to ensure they have the skills and knowledge needed to succeed in their roles.
  • Monitor and Analyze Performance Metrics: Track and analyze key performance metrics, such as call abandonment rates, average speed of answer, and customer satisfaction scores, to identify areas for improvement and implement changes to optimize performance.
  • Implement Process Improvements: Identify opportunities to improve our call center processes and implement changes to increase efficiency, reduce costs, and enhance customer satisfaction.
  • Collaborate with Cross-Functional Teams: Work closely with our sales, marketing, and product teams to ensure that our call center operations are aligned with our business goals and objectives.
Requirements
  • High School Diploma or Equivalent: Required.
  • Proficient in MS Office: Required.
  • Advanced Conflict Resolution Skills: Required.
  • Outgoing and Energetic Personality: Required.
  • Detail-Oriented and Results-Driven: Required.
Preferred Qualifications
  • College Degree: Preferred.
  • 3+ Years' Experience in a Call Center Environment: Preferred.
  • Excellent Interpersonal Communication Skills: Preferred.
  • Ability to React and Adapt to Changes and Priorities: Preferred.
  • Flexibility with Work Schedule: Preferred.
Physical Requirements
  • Repetitive Motion: Required.
  • Manual Dexterity: Required.
  • Arm and Upper Body Range of Motion: Required.
  • Sedentary Position: Required.