Manager - Call Center
About The Position
The Call Center Manager is responsible for overseeing the daily operations of the call center, including hiring, managing, developing, and evaluating staff. This role involves monitoring call queues, ensuring exceptional customer support, enforcing company policies, and compiling performance reports. The manager will work closely with team members to resolve customer issues, offer process improvement suggestions, and provide administrative support. This position requires extensive technical knowledge to make informed decisions and achieve departmental goals, as well as assisting customers with problem-solving and planning. The manager will also be responsible for customer retention and satisfaction, evaluating cases, advising on product suitability, making outbound calls for assistance, determining credit applicability in extreme circumstances, and handling escalated customer scenarios. The role operates within an approved department budget and resources, with additional duties as assigned by management.
Requirements
- High School Diploma or equivalent.
- Minimum five (5) years of experience in a Call Center environment.
- Minimum three (3) years of supervisory or leadership experience.
Responsibilities
- Hires, manages, develops, reviews, and sets goals for department and staff.
- Monitors and tracks queue of inbound calls; informs Call Center team of calls waiting and call abandonment metrics.
- Challenges team members in providing exceptional support to both external and internal customers.
- Coordinates with Human Resources and management on employee relations matters.
- Enforces adherence to company policies and procedures.
- Compiles reports on team’s performance and customer feedback.
- Works closely with team members to solve customer problems.
- Offers solutions and suggestions for process and product improvement to management.
- Provides administrative support such as answering inbound telephone calls, checking on ship dates, offering information on all products, updating new account information and inputting call notes in GCM.
- Relies on extensive technical knowledge to make decisions and accomplish departmental goals.
- Assists customers in problem solving, planning, development and execution of stated goals and objectives.
- Ensures customer retention and satisfaction.
- Evaluates cases thoroughly and advises Technical Advisors and/or doctors on which product is the best for the particular case.
- Makes outbound calls on cases that need assistance.
- Determines if credits will apply in extreme circumstances.
- Works with Customers in escalated call scenarios.
- Works within approved department budget and resources.
- Performs other related duties and projects as business needs require at direction of management.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
