Call Center Manager

Full-time - Manager

Edison, NJ

Merchant Wholesalers, Durable Goods

About the position

The Call Center Manager is a pivotal leadership role within Technical Services and is responsible for overseeing the operations of the call center and service dispatch function and ensuring that the team delivers exceptional customer service. This position is tasked with managing a diverse team of agents, optimizing call center processes, and implementing strategies to meet and exceed performance targets. The ideal candidate must be able to work out of our Edison, NJ location.

Responsibilities

• Develop and implement call center strategies and operations to meet company objectives.
• Monitor and evaluate agent performance, provide coaching and training to improve quality and efficiency.
• Monitor a team of service dispatchers and ensure that field service resources are utilized in an efficient and cost-effective manner.
• Provide oversight for field service scheduling and field service resource assignments.
• Establish working schedules, manage time off to ensure appropriate coverage for operating workloads and task allocations.
• Establish call center targets for speed, efficiency, and customer satisfaction.
• Establish and implement dispatch and service incident update processes and ensure compliance by dispatchers and service resources.
• Manage the recruitment, selection, and onboarding process for new call center staff.
• Create and maintain a positive work environment that supports a high-performance culture.
• Ensure compliance with company policies, industry regulations, and legal requirements.
• Utilize call center systems and software to analyze data and report on team performance and customer feedback.
• Handle complex customer complaints or inquiries that agents are unable to resolve.
• Collaborate with other departments and stakeholders to ensure a consistent and high-quality customer experience.
• Manage the call center budget, ensuring cost-effective resource allocation.
• Forecast call volumes and resource requirements to support customer support needs.
• Prepare and present regular performance reports to upper management.
• Stay informed about industry developments, technological advancements, and best practices in call center management.
• 25% Travel required to Fujifilm call center locations in Edison, NJ and Rochester, NY.
• Other duties as assigned by management.

Requirements

• Minimum of 5 years of call center / service dispatch management experience.
• Working knowledge of call center technology such as IVR and ACD systems.
• Working knowledge of Astea Service Alliance a plus.
• Strong technical background complemented by extensive customer service experience.
• Strong people management and development skills.
• Ability to mentor, coach and motivate others.
• Ability to work under pressure.
• Ability to work assigned/flexible hours including weekends and holidays as necessary.

Nice-to-haves

• Bachelor's degree in business or a related field.
• Excellent customer service skills.
• Strong communications and presentation skills (verbal and written).
• Proficient in MS Office applications including Word, Excel, and PowerPoint.
• Knowledge of Excel pivot tables and macros a plus.