Call Center Manager

$65,000 - $65,000/Yr

Kelli's Gift Shop Suppliers - Carrollton, TX

Full-time - Mid Level

Carrollton, TX

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Call Center Manager at Kelli's Gifts is responsible for leading the Customer Service team, overseeing daily operations, and ensuring high-quality customer experiences. The role requires a dedicated individual with a proven track record in team management, sales strategies, and customer service excellence. The manager will inspire and develop team members to achieve business goals while driving performance and operational efficiency.

Responsibilities

• Manage and oversee the daily operations of the Customer Service team.
• Develop strategies to increase sales and elevate the Customer Experience on every customer transaction.
• Monitor and evaluate call performance, ensuring high quality customer service and adherence to company policies and procedures.
• Train, coach, and motivate the Customer Service team to achieve individual and team goals.
• Conduct regular performance evaluations and provide feedback for improvement.
• Perform daily/weekly Q&A call reviews and provide quality scores with feedback.
• Conduct monthly refresher training sessions to ensure overall department consistency.
• Assist in managing the Customer Service team daily activities as needed.
• Coach to monthly performance goals, quality assurance goals, and cross-selling opportunities.
• Manage opportunity queues throughout the day.
• Analyze system reports to optimize team performance and service level attainment.
• Work with staff on upselling and cross-selling through soft sales strategy training.
• Implement effective sales techniques while handling incoming calls to further maximize productivity and revenue.
• Collaborate with other departments to ensure smooth operations and customer satisfaction.
• Analyze call data and generate reports on performance metrics.
• Stay updated on industry trends, best practices, and technology advancements.

Requirements

• Must have a minimum of 3-5 years of Customer Service Manager experience or similar role in a sales environment with current direct reporting relationship of at least 10 customer service representatives.
• Strong leadership skills with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills.
• Proficient in using CRM software and systems.
• Ability to analyze data, identify trends, and make data-driven decisions.
• Strong negotiation skills to drive sales performance.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Experienced with getting results.
• Self-motivated, able to adapt to an ambiguous, fast-paced sales environment.
• A track record of proven analytical, problem-solving, and decision-making skills.
• Strong ability to coach.
• Strong people management skills with a proven record of people development.
• Excellent computer skills.
• Strong drive for results.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• Tuition reimbursement
• Paid time off
• Employee discount
• Flexible schedule