CALL CENTER MANAGER
Call Center Manager JD
Seeking experienced Call Center Manager for a full-time role in the San Diego area. Must be highly motivated and passionate about providing exceptional customer service.
We encourage you to apply for this exciting opportunity.
Responsibilities :
Manage and oversee the daily operations of our call center. Hire, train, and coach call center representatives to ensure they provide excellent customer service and meet performance goals.
Develop and implement strategies to increase call center efficiency and effectiveness. Monitor call center metrics and performance to ensure customer satisfaction and optimize performance.
Maintain a positive work environment that promotes teamwork, collaboration, and exceptional customer service. Motivate and guide team members on navigating difficult customers calls.
Create and appraise team performance Metrics. Develop resource plans to maximize the productivity of people and technology.
Collecting and analyzing call center statistics, such as sales rates, costs, and customer service metrics.
Develop and maintain strong relationships with customers, vendors, and other stakeholders. High problem-solving capability, identifying and solving call center problems, communicating with dissatisfied customers, and finding solutions.
Work closely with other departments to ensure seamless communication and collaboration.
Requirements :
Minimum of 5 years of experience in a call center management role, preferably in the HVAC industry.
Strong leadership skills with a proven track record of managing a team to achieve performance goals.
Excellent communication and interpersonal skills.
Strong analytical and problem-solving skills.
Ability to work in a fast-paced environment and prioritize multiple tasks.
Proficient in Microsoft Office Suite and call center software.
Knowledge of HVAC systems and terminology is a plus.
Experience :
Sales : 2 years (Preferred)
Call center management : 2 years (Required)
Ability to commute / relocate :
San Diego, CA 92124 : Reliably commute or planning to relocate before starting work (Required)
Full benefit package (e.g. 401k, Paid Time Off and Healthcare) available.
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