Call Center Service Delivery Lead

2 days ago


Kansas City, Missouri, United States Conexon, LLC Full time
About Us: At Conexon, we're committed to connecting rural communities to the digital world. Our team is dedicated to providing excellent customer service and innovative solutions to meet our customers' needs.

Job Description: As a Call Center Manager, you'll be responsible for overseeing daily operations, training and leading a team of technical support specialists, and analyzing customer trends to proactively address potential service challenges. You'll work closely with other departments to ensure seamless integration of customer service with company objectives.

Why Work with Us?: We offer competitive salaries, comprehensive benefits, and opportunities for professional growth in a supportive and innovative work environment. Our team is passionate about making a difference in our customers' lives, and we're looking for like-minded individuals to join us.

Estimated Salary: $85,000 - $115,000 per year, depending on experience and qualifications.

Responsibilities:
  • Develop and monitor key performance indicators (KPIs) such as call response times, resolution rates, customer satisfaction scores, and agent productivity.
  • Implement strategies to enhance the quality of customer service and technical support while managing the scalability of operations.
  • Handle escalated customer issues, providing effective and efficient solutions.


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