Manager, Customer Service (Call Center)

Job Description:

Under the supervision of the Director of Customer Service, the Call Center Manager is responsible for managing and directing all aspects of an inbound call center; implementing and reviewing contact center procedures and policies to serve the customers by delivering a high standard, efficient customer service. This position will work closely with other managers and the Director of Customer Service to strategize on new and existing projects and to act as a liaison with different departments to collect information and resolve issues.

Job Responsibilities:

• Manage daily call center activities to ensure a culture of professionalism, discipline and accountability.
• Develop effective call scripts for various clients to optimize call center productivity and minimize errors while meeting client requirements.
• Develop, implement and maintain performance metrics to ensure call center resources are meeting productivity objectives.
• Design, implement and maintain quality assurance processes to ensure agents maintain a high level of professionalism and customer service on the phone.
• Ensure all scheduling information and call notes are consistently and accurately maintained in the system.
• Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.
• Liaising with team leaders, supervisors, third parties, and operatives to collect information and resolve issues.
• Setting up and meeting performance goals and targets for speed, efficiency, and quality.
• Recording statistics, performance levels and user rates of the call center and preparing reports.
• Planning and maintaining staffing model based on business needs.
• Motivating, coaching, and retraining staff.
• Handling escalated customer inquiries or complaints.
• Any other duties as assigned by Director of Customer Service.
• Also the Job Responsibilities of a Senior Supervisor.

Required qualifications:

• Must pass a Criminal Background Screening.
• Must pass a Drug Screen.
• Must pass government exclusion list at time of hire and monthly thereafter.
• Five + (5) years of previous experience in Call Center leadership role.
• Familiarity with various PC & Mac Applications and software programs including but not limited to ADP, Microsoft Office (Word, Excel, Outlook, etc.), and Google Drive.
• Excellent customer service skills.
• Ability to prioritize, multi-task and adapt to a fast-paced team-oriented environment.
• Ability to assist with training and training development
• Has attention to detail, planning and organizing.
• Travel as needed.

Preferred qualifications:

• Bachelor’s degree preferred.
• Call Center experience preferred.
• Previous team lead and/or supervisory experience is preferred.
• Health Care Call Center experience preferred.
• Health Care Transportation experience preferred.
• Vehicle routing and/or dispatch experience preferred.
• Availability to work any hours Weekdays, Weekends, Holidays.
• Experience with Avaya Call Center Solutions a plus.

Accommodation:

Call the Car has the right to modify the duties and functions of the job description based on the needs of the organization.

Work Location: Diamond Bar, California