Call Center Manager

Inhabit • Mason, OH

30d • Hybrid

About The Position

The Call Center Manager leads the Customer Service department and has HR responsibilities for on-site and off-shore associates. This role will ensure a positive customer experience while maintaining satisfactory performance metrics.

Requirements

• 5 years' experience with customer service-related roles
• 2+ years of call center management experience
• Demonstrated professionalism with other associates and other departments
• Considered a subject matter expert on customer experience and providing positive feedback
• A self-motivated leader with strong communication skills
• Ability to work well in a team environment
• Ability to build and foster a positive working environment
• Proven time management, project management and organization skills
• Handles change well and can coach change management for others
• A results-orientated attitude with a desire to continuously learn new skills
• Creative problem solving skills
• Ability to learn proprietary software
• Willingness to perform work alongside associates as needed

Nice To Haves

• Customer Service Certifications a plus

Responsibilities

• Have direct leadership of a team of supervisors, leads, and associates
• Plan for, communicate, manage, and track daily activities
• Manage and direct activities to meet performance metrics
• Manage on-site and off-site teams
• Provide on-going coaching and training to associates
• In collaboration with others, design or redesign workflows and processes
• Act as the point of contact for various service-related tasks
• Support other department leaders and associates in the delivery of ad hoc tasks and activities
• Maintain knowledge of all company products and programs
• Facilitate regular one on one meetings and periodic performance reviews with associates
• Perform quality management in real time and using call/chat recordings
• Provide mentoring, coaching, and ongoing trainingFocus on high levels of customer satisfaction with clients
• Work in partnership with the Sales organization; will work daily with Sales Executives
• Leverage existing clients for new/additional business, proven ability with upselling

Benefits

• Competitive Pay
• Health Insurance: Medical, Dental, Vision and Prescription Plans
• Health Savings Accounts
• Flexible Spending Account
• Dependent Flexible Spending Account
• Critical Illness
• Accident
• Retirement Savings Plan (401K) with discretionary company match
• Short and Long Term Disability
• Company Paid $25,000.00 life insurance
• Supplemental Life and AD&D Insurance
• Employee Assistance Program
• Paid Holidays
• Paid Vacation
• Paid Volunteer Time
• Inhabit Employee Discount Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Publishing Industries
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees