Call Center Manager - Direct Hire

An experienced job-seeker is needed for the Call Center Manager position in Westampton, NJ! As the Call Center Manager, you will primarily be responsible for inspiring and coaching your team to provide a world class experience for our customers and retailers.

Responsibilities of the Call Center Manager include:

• Leading and managing a team of talented Customer Advocates; providing guidance, training, and motivation.
• Driving results in a fast-paced customer focused environment.
• Executing while constantly looking for process improvements.
• Help recruit, select, onboard, train, and coach new hires.
• Develop and implement improvements to processes and operations.
• Maintain and produce daily, weekly, and monthly reports of quality metrics and respective targets and goals.
• Proactively communicate with senior leaders regarding business performance, customer trends, and potential risks to the business.
• Be a continuous positive force, creating strong morale throughout the team.
• Other duties as assigned

Requirements of the Customer Advocacy Manager Include:

• Minimum of 5 years of relevant experience
• Proven ability to drive amazing customer experience and results through team development.
• Strong leadership skills
• Excellent phone and negotiation skills and ability to multi-task.
• Keen attention to detail.
• Ability to clearly communicate complex information through the written or spoken word.
• Excellent conflict resolution, decision-making and critical thinking skills.
• Ability to follow detailed procedures and ensure accuracy.