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Call Center Manager

Management Opportunity (experienced only) Detroit ,MI
  • Posted: 28 days ago
  • Full-Time
  • Benefits: vision, dental, medical
Job Description

 

  • Monitor and supervise all inbound/outbound call volumes to ensure service levels are met/exceeded.
  • Assist with escalations through all channels email, phone. Share insight on effective de-escalation practices as well as providing ongoing training.
  • Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.
  • Manage training delivery: develop curriculums for new hires and ongoing staff training.
  • Proactively identify operational efficiency and customer service enhancement opportunities.
  • Respond to complaints in a timely manner and maintain quality improvement documentation.
  • Supervise staff by implementing strategies, processes, and guidelines.
  • Determines work procedures, prepare work schedules, and expedite workflows.
  • Evaluate and standardize procedures to improve efficiency of team
  • Observe and evaluate employees and work procedures to ensure quality standards and service is met.
  • Provide feedback regarding personnel actions such as new hire requests and terminations, to ensure proper staffing.
  • Evaluates agents phone activity (Quality Monitoring, Break Time, Call Time, etc.).
  • Functions as a “Mentor/Trainer” for new hires.
  • Utilizes positive and constructive management skills to build collaboration and teamwork.
  • Assists with performance evaluation and provides feedback as needed.
  • Uses knowledge to provide assistance and answer questions to address customer inquiries.
  • Maintains a high level of expertise related to policies and procedures.
  • Works independently and adapts quickly and resourcefully to changing situations and business needs.
  • Maintains communication with upper management regarding matters such as administrative issues/problems, maintaining departmental goals or objectives and performing departmental evaluations.
  • Resolves, documents and reports any conflicts/disputes or incidents/accidents involving staff.
  • Attends any necessary meetings to be up to date on changes in protocol and procedures.
  • Supports all strategies, plans, and implementations as directed by Senior Leadership.
  • Must be able to interpret the company’s goals and vision, as provided by management and translate to the Staff in a way that motivates them to meet and exceed expectations.
  • Monitors daily time swipes, overtime and absences.
  • Assists with planning, organizing, and scheduling to accommodate daily expected volumes; monitors new client flow and communicates any issues to management, including wait times, and follow up issues.
  • Available to work overtime as needed.

 

  • Qualifications:
  • Two or more years related experience supervising a staff of over 30 employees.
  • Proven success in supporting strategic plans and attaining goals in a fast-paced, dynamic environment.
  • Expert in the delivery and monitoring of customer interactions.
  • A solid track record of managing customer service complaints.
  • Experienced in leading, supervising, and supporting customer service agents
  • Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with team members.
  • Superior ability to effectively communicate at all levels both verbally and in writing
  • Ability to develop spreadsheets, and use word processing and database computer software as well as MS Excel, Word and PowerPoint.
  • Prior experience in working collaboratively with team members to drive strategic initiatives and action plans.
  • Proven track record for supporting teams that are proactive in driving process improvement.
  • Must be highly organized and able to manage multiple responsibilities.

Management Opportunity (experienced only)

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