Call Center Manager

KSI Trading Corp • Mechanicsville, VA

1d • $80,000 - $90,000 • Onsite

About The Position

The Call Center Manager will be responsible to lead and coach a team of managers and representatives in a fast-paced, dynamic call center environment. They will be overseeing the daily call center operations, focused on driving overall customer satisfaction.

Requirements

• Prior experience in customer service and/or call center environment.
• Excellent communication skills and ability to provide exceptional customer service.
• Strong attention to detail and ability to multi-task.
• Ability to work in a fast-paced environment and meet deadlines.
• Strong computer skills and proficiency in Microsoft Office Suite.

Nice To Haves

• Bilingual in Spanish is a huge plus.
• Familiarity with automotive parts and repair industry is a plus.

Responsibilities

• Ensuring top- tier service within the team for sales, call performance, customer satisfaction, and conflict resolutions to provide exceptional customer service.
• Provide training to maintain a highly motivated, oriented team
• Schedule and monitor daily performance including, but not limited to checking metrics and observing customer interaction.
• Learn and comprehend phone software and capabilities to generate reports, monitor activity, and provide the best customer experience.
• Create and promote the cross-functional sales culture in the department; educate team members on autobody parts to service customer needs.
• Assist customers and team members with account inquiries, account maintenance, problem resolution, and escalations.
• Facilitate meetings with team members, provide performance feedback and recommend appropriate personnel actions.
• Perform other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed