Call Center Manager
About The Position
TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Call Center Manager to join our team in Union, New Jersey. Summary: The Call Center Manager is responsible for overseeing the daily operations of the call center, ensuring efficient service delivery, high customer satisfaction, and optimal team performance. This role involves managing a team of customer service representatives, monitoring key performance indicators (KPIs), implementing process improvements, and ensuring compliance with company policies and service standards. Salary Range: $80,000 - 99,000/yr., based upon skills and experience.
Requirements
- Five (5) years call center management experience required.
- Three (3) years experience in toll industry customer service is required.
- Demonstrated experience working within multi-channel customer contact center environments, utilizing various systems to manage and resolve customer inquiries efficiently across phone, email, chat, and social media platforms.
- Excellent interpersonal and communication skills, including the ability to communicate information and ideas to an individual or in a large group setting.
- Ability to manage multiple priorities, manage time effectively, and easily adapt to change.
Responsibilities
- Oversee daily operations of the call center to ensure efficient service delivery
- Supervise, coach, and develop call center staff to meet performance goals
- Monitor key performance indicators (KPIs) such as call volume, response time, and customer satisfaction
- Implement and maintain quality assurance standards through call monitoring and feedback
- Manage staff schedules and ensure adequate coverage across shifts
- Handle escalated customer issues and ensure timely resolution
- Identify and implement process improvements to enhance productivity and service quality
- Prepare and present performance reports and operational metrics to leadership
- Ensure effective use of call center technologies and coordinate with IT for system support
- Enforce company policies, regulatory requirements, and industry standards
- Perform other duties as directed by TransCore management
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
