Call Center Manager
TechFlow, Inc.
Arlington, virginia
Job Details
Full-time
Full Job Description
TechFlow, Inc. is seeking an experienced Call Center Manager to lead and optimize our call center operations. This role is crucial for ensuring a high level of customer satisfaction and operational efficiency in our dedicated support team. The ideal candidate is a proactive leader who fosters a positive working environment while driving performance and quality standards.
Key Responsibilities
- Lead the team to achieve and exceed client KPIs and SLAs, ensuring a high standard of service delivery.
- Monitor and manage operational budgets, staffing levels, and resources to ensure optimal efficiency.
- Implement strategies to reduce attrition and maintain a fully staffed team that meets business needs.
- Drive performance through regular coaching, mentoring, and professional development of team members.
- Conduct regular performance evaluations, providing constructive feedback, and executing corrective actions when necessary.
- Ensure reporting deliverables are accurate and delivered on time. Collaborate with senior leadership and high-level client managers to address challenges, propose creative solutions, and enhance overall client satisfaction.
- Analyze data and performance metrics using Excel to make informed business decisions and report outcomes.
- Maintain a strong focus on continuous improvement, ensuring processes are streamlined and customer interactions are optimized.
- Foster a positive and engaging work environment, encouraging teamwork and accountability.
Requirements
- Bachelor’s degree
- 10+ years of experience in customer service with 5+ years as a supervisor
- Proficiency in Microsoft Office programs
- Experience with ticketing systems and cell center telephone equipment
- Experience supervising remote employees
- Excellent communication skills, both verbal and written
- Ability to adapt quickly in a fast-paced environment
- Ability to travel up to 5% for annual team meeting and occasional customer meetings in Northern Virginia
- US Citizen with the ability to obtain a Public Trust clearance
Preferred Qualifications
- ·Understanding of CMMS ticketing systems and field maintenance
Benefits
Founded in 1995 at the start of the dot-com revolution, TechFlow helped large commercial clients such as DreamWorks, Toshiba, MGM, and others modernize their business systems. Today, with deep operational roots in the bi-coastal innovation hubs of California and Washington DC, TechFlow continues as a leader in applying innovative engineering, technology, integration solutions, and support services to the Federal Government’s most demanding mission and business challenges.
Our culture thrives on out-of-the-box thinking and the unique powerful entrepreneurial expressions of our employee-owners. As a 100% employee-owned company, we have a shared expectation of commitment, accountability, and responsibility driven by a culture that embraces innovation and new ideas. Our goal is not to do what has been done, but to do it better.
TechFlow has four principal lines of business: Platform Services, Digital Services, Base Operations and Energy and Mobility Solutions. Our company has a strong track record of successful contracts in both areas and encourages cross-collaboration.
TechFlow, Inc is 100% employee-owned. Come make a difference in a job that contributes to your future and helps us build an agile workplace!
- Employee stock ownership plan (ESOP) – Pride in being an employee-owner and annual employer contribution (per plan guidelines)
- 401k plan with Roth option.
- Eligibility for an employer match.
- Immediate vesting
- Paid time off
- Holidays – 11 paid holidays per year
- Comprehensive medical, dental, and vision plans
- Company-paid Life & AD&D insurance plan
- Employee Assistance Program
- Wellness Resources
- Company-paid training and development program
- Voluntary benefits include:
- Life & AD&D Insurance for employee, spouse, and children
- Short-term and long-term disability (per plan guidelines)
- Legal Shield and Identity Theft protection plans
- Pet Insurance
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