Customer Service Manager
3 weeks ago
As a Customer Service/Call Center Manager at Insight Global, you will be responsible for leading and training staff on the best ways to convert calls into booked service appointments. This includes managing dispatch to ensure the right technicians are matched to every job, authoring and refining call scripts, and becoming an expert of your market to know the customer needs and how best to engage them.
Key Responsibilities- Lead and train staff on effective call handling and conversion techniques
- Manage dispatch operations to ensure efficient technician allocation
- Develop and refine call scripts to improve customer engagement and appointment rates
- Stay up-to-date on market trends and customer needs to inform business decisions
- Monitor staff performance, review recorded calls, and provide coaching and feedback to improve sales
- Establish a coaching and training platform to support staff development and growth
- Ensure sufficient staffing to meet business demand and seasonal spikes
At Insight Global, we are committed to creating diverse and inclusive environments where employees can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters.
We are looking for a qualified candidate who can inspire personal and professional growth in our team members, provide unparalleled customer satisfaction, and drive team performance to achieve all business goals and objectives.
Requirements- 5+ years of call center experience
- 2+ years of call center management experience
- Proficiency in Microsoft Office applications (Excel, Word, PowerPoint)
- Excellent verbal and written communication skills
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