Call Center Manager - In-House
United Placement Group
Bradenton, florida
Job Details
Full-time
Full Job Description
At OnSchedule, we are dedicated to providing exceptional customer service while fostering a supportive and innovative work environment. If you are an experienced Call Center Manager with a keen eye for identifying top remote talent and a passion for driving organizational excellence, we invite you to apply today!
Primary Responsibilities and Duties:
- Training, Coaching, and Leading: Train, coach, mentor and manage call center staff to ensure they excel in customer outreach.
- Customer Interaction: Handle escalated customer inquiries, guide employees through difficult calls or issues, and effectively diffuse angry customers.
- Performance Management: Oversee the call center team to achieve both quantitative and qualitative objectives.
- Product/Service Rollout: Collaborate with cross-functional teams to create rollout plans for new products, services, or technology.
- Training Development: Develop training programs for new products, services, or technology as needed to ensure staff competency.
- Quality Assurance: Conduct weekly quality assurance evaluations, providing coaching and/or corrective action as needed to maintain service excellence.
- Daily Operations: Conduct daily meetings to review the preceding week's performance and take necessary corrective actions.
- Data Analysis: Review Ricochet data to identify trends and areas for improvement.
Requirements
- Proven experience as a Call Center Manager or similar position, preferably in a remote environment.
- Proficiency with necessary technology hardware, including computers, phone systems, etc.
- Proficiency with necessary technology software, including CRMs, dialer systems, Office Suite.
- Experience with managing a team of diverse call center representatives.
- Experience with hiring, training, coaching, and mentoring successful call center representatives.
- Proven track record of driving change and results in a call center environment.
- Excellent communication and interpersonal skills to effectively engage with candidates, hiring managers, and stakeholders.
- Adept at evaluating candidate qualifications and conducting behavioral interviews.
- Demonstrated ability to adapt to changing priorities and business needs.
- Passion for fostering a diverse and inclusive workforce.
- Bachelor’s degree in Business Administration or relevant field preferred.
Benefits
- Medical
- Dental
- Vision
- 401k
- Life Insurance
- PTO
- Weekly Payroll