Customer Service Manager

Aston Carter•Odessa, TX

5d•$38 - $48•Onsite

About The Position

We are seeking a dedicated and experienced Customer Service Training Manager who will develop and execute a comprehensive training program for our company's phone system and customer service standards. This role is pivotal in establishing and enhancing our standard customer experience levels and setting up standard phone system messages, transfers, and warm hand-off standards.

Requirements

Customer service and support experience
Order entry proficiency
Strong analytical and project management skills
5+ years of experience in facilitating, coaching, and implementing training strategies in a call center environment
Experience in continuous improvement, project management, and business analysis
Proficiency in Microsoft Office, including Project, Word, Excel, Outlook, and PowerPoint
Experience managing call center teams and providing call center support
Working knowledge of call center software, databases, and tools
Supervisory experience in a high-volume contact center

Responsibilities

Develop and implement standard operating procedures and process improvements, ensuring adherence to company policy.
Report on key business metrics to leadership, providing timely and actionable feedback to improve service quality.
Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, and managing system and process improvements.
Drive root-level resolution to recurring and highly impactful service issues and concerns.
Act as a liaison to other department managers for training-related issues and questions on phone system and customer service representative standards.
Establish a structure for the ongoing training and development of call center employees.