Job Title: Call Center Manager - One Hour Magic
Location: Myrtle Beach, SC
About Us: One Hour Magic is a leading HVAC service provider dedicated to delivering exceptional service and solutions to our customers. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. We are currently seeking a dynamic and experienced Call Center Manager to join our team and help us continue to grow and succeed.
Job Description: As the Call Center Manager, you will play a crucial role in ensuring the efficient operation of our high-volume call center. Your primary responsibilities will include overseeing incoming calls, recruiting, training, and maintaining a team of dedicated call center employees. You will be responsible for ensuring that our customers receive the highest level of service and that our team operates at peak performance.
Key Responsibilities:
-
Manage and oversee daily operations of the call center, ensuring efficient handling of high-volume incoming calls.
-
Develop and implement effective call center policies and procedures.
-
Recruit, train, and retain a team of skilled call center employees.
-
Monitor call center performance metrics and provide regular reports to senior management.
-
Identify areas for improvement and implement strategies to enhance customer satisfaction and operational efficiency.
-
Ensure compliance with company policies and industry regulations.
-
Foster a positive and motivating work environment that encourages teamwork and professional growth.
-
Handle escalated customer issues and resolve them promptly and effectively.
-
Collaborate with other departments to ensure seamless customer service delivery.
-
Oversee client service operations, ensuring that all customer interactions are handled with professionalism and care.
-
Develop and implement client service strategies to improve customer satisfaction and retention.
Qualifications:
-
Proven experience as a Call Center Manager or similar leadership role.
-
Strong knowledge of call center operations and best practices.
-
Excellent leadership and team management skills.
-
Exceptional communication and interpersonal skills.
-
Ability to analyze data and make informed decisions.
-
Proficient in call center software and technology.
-
Strong problem-solving abilities and attention to detail.
-
Ability to work in a fast-paced, high-pressure environment.
-
Bachelor's degree in Business Administration, Management, or a related field is preferred.
What We Offer:
-
Competitive salary and performance-based incentives.
-
Comprehensive benefits package, including health, dental, and vision insurance.
-
Opportunities for professional development and career advancement.
-
A supportive and collaborative work environment.
How to Apply: If you are a motivated and experienced Call Center Manager looking for a challenging and rewarding opportunity, we would love to hear from you! Please apply online by submitting your resume and a cover letter detailing your relevant experience.
One Hour Magic is an Equal Opportunity Employer.
Join our team and help us deliver magic to our clients, one call at a time!