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Call Center Manager

Oak Brook, IL
  • Posted: 3 days ago
  • Full-Time
Job Description
Description:Oversee the activities of Call Center Representatives or sales order processing staff. Develop customer service policies and procedures to ensure consistent customer service and satisfaction. Troubleshoot and resolve non-routine customer complaints. Resolve major problems with orders, delivery dates or service.Duties?/?Responsibilities:•Resolve customer complaints or answer customers' questions regarding policies and procedures.•Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.•Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.•Implement corporate or departmental policies, procedures, and service standards in conjunction with management.•Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.•Train or instruct employees in job duties or company policies or arrange for training to be provided.•Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.•Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.•Recruit, interview, and select employees.•Interpret and communicate work procedures and company policies to staff.Skills?/?Requirements?/?Qualifications•Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager•Experience in providing customer service support•Excellent knowledge of management methods and techniques•Working knowledge of customer service software, databases and tools•Awareness of industry•s latest technology trends and applications•Ability to think strategically and to lead•Strong client-facing and communication skills•Advanced troubleshooting and multi-tasking skills•Customer service orientation•BS degree in Business Administration or related field is a plusWe're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. AppleOne is proud to be an Equal Opportunity Employer. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment qualified applicants with arrest and conviction records.



Oak Brook, IL



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