Renewal by Andersen of Central Il is looking for a dynamic and experienced Call Center Manager to lead our customer service operations. The ideal candidate will be responsible for overseeing the day-to-day activities of the call center, ensuring exceptional customer service, training and developing team members, and driving performance metrics. The Call Center Manager will play a key role in developing strategies to improve efficiency, enhance customer satisfaction, and achieve business goals.
Responsibilities:
Leadership and Management:
- Lead and manage a team of call center supervisors and agents.
*Provide guidance, coaching, and mentorship to the team to foster a positive and productive work environment.
*Set performance goals and conduct regular performance evaluations.
Operational Oversight:
*Oversee daily operations of the call center, ensuring smooth and efficient functioning. *Monitor and analyze key performance indicators (KPIs) to identify areas for improvement.
*Develop strategy to improve operational KPIs for efficiency and effectiveness.
CustomerService Excellence:
- Ensure a high standard of customer service is maintained by the call center team.
- Develop Quality Assurance policy to ensure that standards are being met.
- Implement strategies to enhance customer satisfaction and loyalty.
- Address customer escalations and resolve issues promptly.
Technology and Systems Management:
- Stay up to date with technological advancements in call center systems and implement relevant tools for improved efficiency.
- A working knowledge of Microsoft Suites and other platforms necessary for daily
operations including, CRM, VOIP, and communication platforms.
- Collaborate with IT teams totroubleshoot and resolve technical issues.
Qualifications:
*Proven experience (4+ years) in a leadership role within a call center environment. Strong understanding of call center operations, technology, and best practices.
*Excellent communication and interpersonal skills.
*Demonstrated ability to drive performance and achieve targets.
*Analytical mindset with the ability to use data to make informed decisions.
Job Type: Full-time
Experience:
- Call Center: 4 years (Required)
- Customer service: 1 year (Preferred)
License/Certification:
- Driver's License (Required)
Work Location: In person