Customer Service Manager

POSITION SUMMARY

We are seeking an experienced and results-driven Call Center Manager to lead our centralized 24/7 virtual call center team in delivering exceptional service to our customers. The ideal candidate will have proven leadership skills, a strong understanding of call center operations, and the ability to drive performance and efficiency. If you are a strategic thinker with excellent communication and organizational skills, we invite you to apply for this key managerial role. Directly supervise Supervisors, Team Leads, CSR’s in a fast paced, remote operation; comply with and enforce all departmental and organizational policies and procedures according to documented goals

The Good Stuff:

• Competitive Salary
• Medical, Dental, Vision plans
• 401k with 4% company match
• PTO, Paid Holidays, Paid Parental Leave
• Devices and Equipment provided - We'll set you up for success

ESSENTIAL FUNCTIONS

Team Leadership

• Set performance expectations and provide regular feedback to team members.

• Conduct 1:1 meetings with supervisors and CSR’s

• Review and approve PTO requests based on staffing needs and call volume

• Provide guidance and assistance to supervisors on development and growth opportunities for employees
• Write and deliver performance evaluations for introductory (new hire) and annual review cycles.

Operational Management

• Oversee day-to-day call center operations to ensure efficiency and adherence to performance metrics.

• Monitor key performance indicators (KPIs) and implement improvements as needed.

• Monitor and manage call center dashboard in live time; quickly identify deficiencies with KPI’s and CSR performance; execute a quick resolve

• Conduct regular audits of customer interactions to identify areas for improvement.

Technology and Systems

• Stay informed about call center technologies and implement tools to enhance efficiency.

• Collaborate with IT teams to address technical issues and optimize system performance.

Customer Experience Improvement

• Analyze customer feedback and implement initiatives to enhance the overall customer experience.

• Work closely with other departments to address root causes of customer issues.

Reporting and Analysis

• Prepare and analyze reports on call center performance for senior management daily, weekly, and monthly

• Make data-driven recommendations for process improvements

• Identify high and low performing metrics and prepare action plans to execute improvement

• Identify low performing employees, determine the areas of opportunity, create development plans, and proceed with disciplinary actions according to the call center and company guidelines

POSITION QUALIFICATIONS

Requirements:

• Three (3)-Four (4) years of proven management experience in a call center environment or in a similar leadership role, leading a team of supervisors, leads, and employees

• Knowledge of customer service principles and practices.

• Proficient in using call center software and Microsoft Office Suite (Word and Excel a must).

• Knowledge of Service Titan and Talkdesk phone system preferred

• Must be flexible with schedule to work evenings, weekends, and holidays

SKILLS & ABILITIES

• Education: High School Graduate or General Education Degree (GED): Preferred

• Experience: Manager/Supervisory experience in a Call Center environment is required. Quality Assurance experience is a plus. Industry experience is a plus, but not required.

• Computer Skills: Highly proficient with all Microsoft software, Word and Excel. Familiar with GSuite platform. Must be able to accurately type with 40 WPM average. Experience with cloud based Phone Software. Usage of Service Titan, also a benefit.

• Certifications & Licenses: none

• Other Requirements: Must be able to pass a background check.

Apply now and a member of our recruiting team will be in touch via email or phone!