Job Description:
Under the supervision of the Director of Customer Service, the Call Center Manager is responsible for managing and directing all aspects of an inbound call center; implementing and reviewing contact center procedures and policies to serve the customers by delivering a high standard, efficient customer service. This position will work closely with other managers and the Director of Customer Service to strategize on new and existing projects and to act as a liaison with different departments to collect information and resolve issues.
Job Responsibilities:
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Manage daily call center activities to ensure a culture of professionalism, discipline and accountability.
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Develop effective call scripts for various clients to optimize call center productivity and minimize errors while meeting client requirements.
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Develop, implement and maintain performance metrics to ensure call center resources are meeting productivity objectives.
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Design, implement and maintain quality assurance processes to ensure agents maintain a high level of professionalism and customer service on the phone.
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Ensure all scheduling information and call notes are consistently and accurately maintained in the system.
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Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.
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Liaising with team leaders, supervisors, third parties, and operatives to collect information and resolve issues.
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Setting up and meeting performance goals and targets for speed, efficiency, and quality.
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Recording statistics, performance levels and user rates of the call center and preparing reports.
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Planning and maintaining staffing model based on business needs.
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Motivating, coaching, and retraining staff.
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Handling escalated customer inquiries or complaints.
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Any other duties as assigned by Director of Customer Service.
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Also the Job Responsibilities of a Senior Supervisor.
Required qualifications:
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Must pass a Criminal Background Screening.
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Must pass a Drug Screen.
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Must pass government exclusion list at time of hire and monthly thereafter.
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Five + (5) years of previous experience in Call Center leadership role.
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Familiarity with various PC & Mac Applications and software programs including but not limited to ADP, Microsoft Office (Word, Excel, Outlook, etc.), and Google Drive.
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Excellent customer service skills.
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Ability to prioritize, multi-task and adapt to a fast-paced team-oriented environment.
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Ability to assist with training and training development
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Has attention to detail, planning and organizing.
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Travel as needed.
Preferred qualifications:
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Bachelor’s degree preferred.
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Call Center experience preferred.
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Previous team lead and/or supervisory experience is preferred.
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Health Care Call Center experience preferred.
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Health Care Transportation experience preferred.
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Vehicle routing and/or dispatch experience preferred.
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Availability to work any hours Weekdays, Weekends, Holidays.
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Experience with Avaya Call Center Solutions a plus.
Accommodation:
Call the Car has the right to modify the duties and functions of the job description based on the needs of the organization.
Work Location: Diamond Bar, California