Contact Center Manager
Genz Ryan is hiring a CONTACT CENTER MANAGER!
COME GET SH!T DONE WITH US!
The Contact Center Manager with Genz-Ryan Heating, Plumbing and Electrical will consistently demonstrate our company CORE VALUES: Pride, Drive, Team Player, Respect, Get Sh!t Done! Additionally, this seat will thrive in a "working manager" style position with a focus on providing exceptional customer experience to our customers, while managing the contact center team.
CHECK OUT WHY YOU SHOULD WORK HERE BELOW:
- Join a culture of people who get sh!t done and have fun while doing it!
- Career advancement….. We prefer to promote from within!
- Onsite training center focused on employee skills and advancement
- Lucrative compensation plans
- We take advantage of the latest and most innovative technology in our industry
- Daily "clarity breaks" are encouraged for all staff
- Modern office space with multiple lounge and game areas stocked with snacks and refreshments
- We track metrics of all kinds…. Including the happiness of all staff on a weekly basis!
- Company social events throughout the year
- 100% Premium Paid Health Insurance Premiums (for both single and family)
- 100% Premium Paid Dental Insurance Premiums (for both single and family)
- 100% Paid Short Term Disability
- Flexible Spending Accounts (Medical and Dependent Care)
- 401(k) and employer match
- Paid Vacation and Holidays
- Weekly Pay
- And so much more….!
YOUR MAIN DUTIES BELOW…..
- Own the contact center staffing, scheduling, and max capacity schedule (Team of 10+)
- Lead, manage, coach, and motivate the contact center team through consistent one on one time
- Create, vet, and maintain standard operating procedures for the department and team to follow
- Consistently track and report on KPIs
- Review, document and act on customer reviews and complaints
- Handle customer service escalations with ease
- Audit calls and reclassify as deemed appropriate
- Document all customer communications in company software
- Participate in hiring, terminating, and training
- Identify challenges and make recommendations for process improvements
- Provide weekly, monthly, and quarterly reporting of metrics within the Contact Center
- Handle communication to customers as back up to the team when needed
- Perform miscellaneous duties as assigned
HOW TO SUCCEED HERE AS A CONTACT CENTER MANAGER:
- You are, "HUNGRY, HUMBLE, AND SMART"
- You have a high regard for accountability
- You work with a sense of purpose, urgency, and efficiency
- You focus your decisions on the greater good of the company rather than selfish or emotional beliefs
- You take pride in your work and show up every day with bells on, at least 10 minutes early
- You have an incredible sense of humor to fit in with the rest of us!
- You are truly a self-starter. No need for someone who needs CONSTANT direction….. Please and thanks.
- You both give and accept transparent feedback, even if it deflates your ego. We are a bunch of straight shooters up in here.
WHAT WE LOOK FOR IN A PROSPECTIVE CONACT CENTER MANAGER:
- Proven track record in customer service, ideally in a management role
- At least 2+ years in a high volume contact center environment required.
- A CUSTOMER SERVICE mindset with a knack for building strong, lifetime relationships
- Excellent attention to detail
- Swift abilities in MS Office Suite including at least intermediate MS Excel skills (formulas, pivot tables, etc.)
- Keen ability to develop documented process with a focus on the maintenance and communication of revisions
- Willing and able to work fully in office (non-remote work)
- Highly organized with exceptional follow-through abilities
- Strong written and verbal communication skills
- Outgoing personality that blends well with a fast paced and goal-driven environment
- Willing and able to accept and embrace change
Email RECRUITING@GENZRYAN.COM OR CALL 952-767-1000 AND ASK FOR THE RECRUITING DEPARTMENT!
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Genz Ryan Plumbing, Heating, and ElectricalBurnsville, MN
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