Call Center Leader | AI-Driven Ops & CX Excellence

Confidential Careers; Lombard (IL); Presencial; USD 75.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Career development opportunities

Stable work environment

Descripción de la vacante

A growing coatings company in Lombard, IL, is seeking a dedicated Call Center Manager to oversee its customer service operations. This full-time, onsite role focuses on optimizing processes, ensuring customer satisfaction, and leading a team. Ideal candidates will have experience in leadership within a call center setting, a strong emphasis on quality control, and openness to integrating new AI tools. Join a dynamic team and make a local impact while enhancing your career.

Formación

• 1+ year leading a team in a call center or similar customer service environment.
• Proven ability to manage schedules, coverage, and service level agreements (SLAs).
• Strong focus on customer empathy and satisfaction.

Responsabilidades

• Build and maintain efficient schedules and SLAs for incoming customer calls.
• Review calls, provide coaching, and enforce quality standards.
• Protect the overall customer experience by focusing on tone and empathy.
• Maintain clear communication with sales and operations teams.
• Ensure service levels are consistently met.

Conocimientos

Customer empathy

Process ownership

Coaching

Team leadership

Quality monitoring

Herramientas

AI tools

Descripción del empleo

A growing coatings company in Lombard, IL, is seeking a dedicated Call Center Manager to oversee its customer service operations. This full-time, onsite role focuses on optimizing processes, ensuring customer satisfaction, and leading a team. Ideal candidates will have experience in leadership within a call center setting, a strong emphasis on quality control, and openness to integrating new AI tools. Join a dynamic team and make a local impact while enhancing your career.