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in Lakewood, OH

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Hours Full-time, Part-time
Location Lakewood, OH
Lakewood, Ohio

About this job

CALL CENTER MANAGER The Manager of the Call Center is responsible for the daily activities and management of the center through the effective use of resources. The call center handles inbound and outbound sales calling activity for all products and services administered by COIT Cleaning as well as responding to customers via email, US mail and faxes. The Manager of the Call Center will be responsible for staffing our busy phone lines, converting calls into appointments at a high level, routing and dispatching logistics while ensuring that our team is offering impeccable customer service. RESPONSIBILITIES: * Manage a fast-paced, rapidly innovating Call Center * Manage the scheduling of the workforce, including staffing levels of the Call Center in a manner that meets or exceeds budgetary and service delivery goals * Supervise, coach and mentor subordinates. Perform on-going work observations, training and coaching of Call Center employees * Prepare weekly and monthly reports on department operations for review by the COO and President. * Motivate call center representatives, encourage growth and development. Help call center staff achieve/succeed in their goals. Create an open and creative environment that promotes team work * Address escalated client and customer issues as needed by working with internal departments as well as external clients * Direct and oversee cross-training initiatives to ensure even workload distribution and business knowledge continuity * Closely monitor daily activity and monthly performance reports. Develop and implement initiatives to improve performance where needed * Perform daily duties of call center staff, if needed, to ensure proper coverage due to absences, demanding call volumes, etc. QUALIFICATIONS: * 2-3 years experience of Call Center Leadership & Management * Minimum 2-year degree (4-year degree preferred), and/or two to three years related experience and/or training, or equivalent combination of education and experience * Knowledge of Workforce Management or equivalent service delivery models * Knowledge of live chat and or other virtual customer response systems * Strong Analytical skills: information collection, data management and reports, and data interpretation * Strong Language skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence * Excellent Communication * Must demonstrate daily cross-functional team support at peer, subordinate & middle management levels * Computer proficiency in Microsoft Office (Excel, Access, Outlook, Word, and PowerPoint) REQUIREMENTS: * Operate computer and keyboard; able to use phone; sit for long periods * Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards * Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
Associated topics: call center manager, customer service team manager, guide, lead, leadership, operations, operations manager, product support, supervisor, team manager