Call Center Manager
About The Position
the bugman, an award winning termite and pest control company, is now seeking an experienced Call Center Manager to join our team. We’re growing at a rapid pace and are looking for committed and hard working individuals dedicated to customer service. We offer competitive benefits, an awesome team culture, and a casual but professional atmosphere. If you have high standards and want to work with the “best of the best,” apply with us! We're different from other pest and termite companies – we are known in the community for having the highest standards of work, with an undisputed reputation for customer service. Since 1958, our success has been built upon professional application, the highest craftsmanship, and most importantly a team of committed and successful individuals dedicated to customer service. This is not just a “job.” We are offering a career opportunity to work with people who value your work ethic and commitment to quality work. We have very little turnover because we treat our people right! At the bugman, we offer a fun and motivating workplace experience. People like working here! Our managers are more like coaches – they provide support and encouragement to be your best. We are seeking an experienced and motivated Call Center Manager to lead and oversee our customer service operations. This role is responsible for managing the day to day activities of the call center, ensuring exceptional service delivery, and driving operational efficiency. The Call Center Manager will supervise a team of customer care representatives, establish performance standards, and implement processes that enhance the customer experience. The ideal candidate will have a strong background in call center management, excellent leadership skills, and a proven ability to optimize workflows, manage schedules, and monitor performance metrics. This position requires a hands-on approach to coaching and mentoring team members while maintaining a high standard of customer satisfaction.
Requirements
- Bachelor’s degree, MBA or related advanced degree
- Minimum 2-3 years of experience in a Call Center Management role
- Ability to maintain confidentiality and handle sensitive information
- Verifiable references
- Successful completion of a drug screening
- Proficient with Microsoft Office applications and CRM software
- Strong leadership and time management skills
- Excellent communication and interpersonal skills
- Motivated to positively affect company culture
- Follows and supports bugman process and procedures
- Self-starter and critical thinker
- Dedicated to meeting deadlines and exceeding expectations
- Able to relate to different personality styles
- Customer focused mindset
- Goal oriented with a sales driven approach
Nice To Haves
- Valid SPCB Branch 2 and 3 license is a plus
Responsibilities
- Lead a team of customer care representatives
- Serve as the subject matter expert in the phone system and CRM
- Fulfill service routes for maximum efficiency
- Resolve customer service opportunities
- Monitor calls to maintain our service quality
- Collaborate with the leadership team to ensure full circle customer service
- Maintain accurate service and team member records
- Exhibit performance standards and values expected of your team
- Develop and enforce call center policy and procedures
- Provide career development for customer care representatives
Benefits
- All expenses paid company vehicle
- Advances licensing opportunities
- Team member referral bonuses
- Awards & Incentives
- 401K Retirement Plan
- Kaiser Medical
- United Healthcare Dental
- CoPower Vision
- Vacation Pay
- Sick Pay
- Holiday Pay
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
51-100 employees
