Call Center Manager

4 weeks ago


Sacramento, California, United States Kooner Fleet Management Solutions Full time

Job Title: Call Center Manager

Job Summary: We are seeking a skilled Call Center Manager to oversee our call center and customer support operations. The ideal candidate will have a strong background in call center management, excellent leadership skills, and a passion for delivering exceptional customer service.

Key Responsibilities:

  • Manage daily operations of onsite and offshore call center operations to ensure quality service and performance.
  • Develop and implement call center strategies to enhance customer experience.
  • Supervise and train call center staff, promoting a culture of excellence and accountability.
  • Develop and monitor call center metrics and prepare reports for management review.
  • Resolve customer complaints and escalations in a timely and professional manner.
  • Collaborate cross-departmentally to improve service delivery and customer satisfaction.
  • Stay updated with industry trends and best practices to continuously improve call center performance.

Requirements:

  • 3-5 years' experience in a call center management position, preferably within the transportation or trucking industry.
  • Strong leadership skills with the ability to motivate, manage and coach a diverse team.
  • Excellent communication and interpersonal skills to effectively interact with clients and staff.
  • Proficient in call center software and customer relationship management (CRM) tools.
  • Ability to analyze performance metrics and identify areas for improvement.
  • Strong problem-solving abilities and conflict resolution skills.
  • Commitment to providing superior customer service and maintaining high satisfaction levels.

About Kooner Fleet Management Solutions:

Kooner Fleet Management Solutions is a leading provider of truck maintenance and emergency repair services in the United States. We are committed to providing efficient and reliable services to our clients, ensuring their trucks and trailers remain in top condition. As a family-owned business, we take pride in our work, partnerships, and dedicated team members.

Benefits:

  • Competitive base salary ($85-110K)
  • Medical, Dental, Vision
  • 401K Match
  • Life Insurance
  • Opportunities for career growth and advancement

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