Call Center Director

4 days ago


Ladera Ranch, California, United States SmartStop Self Storage Full time
{"title": "Call Center Director", "description": "Job Summary

The Call Center Director is responsible for managing all aspects of the Call Center, providing support to the field, and ensuring Call Center Agents deliver best-in-class customer service.

Key Responsibilities
  • Monitor performance and productivity, working with the Call Center team to meet and exceed sales and service performance levels.
  • Hire key staff members, provide support and direction, conduct training, and set up systems for all Agents.
  • Develop and administer disciplinary action forms, Performance Improvement Plans, and terminations.
  • Play a primary role in developing and implementing a sales strategy for the Call Center, establishing sales goals, and ensuring their achievement.
  • Determine effective staffing levels/schedules and workflow to ensure customer satisfaction while maintaining maximum productivity.
  • Manage internal satisfaction between the sites and the Call Center.
  • Establish performance goals at the team and individual levels, develop a reporting structure, and measure progress.
Requirements
  • Excellent written and verbal communication skills.
  • Superior interpersonal and motivational skills.
  • Excellent leadership and negotiation skills.
  • Excellent time management skills with a proven ability to meet deadlines.
  • Strong analytical and problem-solving skills.
  • Highly innovative and motivated self-starter, working with minimum supervision.
  • Ability to function well in a high-paced and at times stressful environment.
  • Proficient in Microsoft Office Suite and Call Center technology.
Benefits
  • Competitive salary.
  • Health insurance including medical, dental, and vision.
  • Life and Disability Insurances.
  • Paid Time Off.
  • Generous Holiday Schedule.
  • 401(k) matching.
  • Employee assistance program.
  • Referral program.
  • Free Car Wash every other week.
  • Free catered lunch every other week.
  • A great culture.
Diversity

SmartStop Self Storage is committed to diversity, equity, and inclusion. We believe in fostering an environment of inclusion and seek contributors from all backgrounds to join our dynamic team.

", "lang_code": "en"}

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