Call Center Manager

Appone; Livermore (CA); On-site; USD 82,000 - 119,000; Full time

Benefits offered by this job

Full-time

Advancement opportunities

Competitive benefits (medical, dental,

Vision, EAP, 401k and matching, and

Life insurance

PTO

Paid holidays

Job summary

Restoration Management Company in Livermore, CA is seeking a Call Center Manager to lead a team of call center administrators, drive exceptional customer service, and optimize operations across the department.

You will monitor performance, develop processes with IT, coach staff, and report trends to leadership, while ensuring alignment with the company's core values of Team Spirit, Integrity, Quality, Humility and Safety.

Responsibilities

• Manages and oversees daily operations and direct activities of call center personnel.
• Ensures delivery of an excellent customer service experience, accuracy in collection and input of customer detail, as well as efficient turnaround to key stakeholders.
• Allocates worktime/schedules to call center personnel according to demand and workload to ensure effective coverage.
• Manages and improves call center performance through regular monitoring, problem solving, auditing systems and quality assurance measures.
• Regularly audits system performance, collaborating with IT services to ensure maximum performance of systems, resources, and applications.
• Assesses issues, and identifies bottlenecks and opportunities for improvements, and implements solutions based on trends.
• Leads the department in establishing high standard for productivity, quality, and customer service satisfaction; captures and measures data accordingly.
• Summarizes, collects, analyzes, and prepares call center trends and data for management performance reports.
• Builds and maintains relationships with the organizations branches, department heads, and other personnel in support of Call Center departments delivery of services.
• Ensures call center staff is properly trained and equipped with the necessary tools to do their jobs effectively and efficiently.
• Coaches call center staff through challenging customer service issues to a successful resolution.
• Evaluates staff effectiveness and performance annually, focused on engagement, motivates staff to through set goals, and provides necessary resources and guidance for improved work performance and ongoing development.
• Manages resources and talent to meet department objectives: Talent management from recruiting, hiring, performance assessment, manage improvement and implements disciplinary actions - up to terminations, when necessary.

Job description

Interested in working for a company that is dedicated to serving communities through the restoration of homes and businesses? A company that provides opportunities for advancement while learning alongside a group of experienced, dedicated, skilled remediation leaders? Restoration Management Company is that company. Founded on the premise of hard work, dedication, and commitment to its employees, the expansion of our services throughout the Northwest, Southwest, and Central territory has only been possible through the growth, development, and advancement of our employees! Our family-owned business has been going strong for 40 years, and we wouldn't be here without the hardworking and dedicated team we're lucky to have. Are you ready to be a part of our journey!

Founded in 1985, Restoration Management Company is a family-owned leader in commercial and residential restoration, built on a strong reputation for quality, integrity, and service. We're committed to creating a workplace where team members feel supported, valued, and empowered to grow. At RMC, you'll join a company with deep roots, strong values, and real opportunities to build your career while making a meaningful impact for the customers and communities we serve.

Description

Salary Range: $82,326.52 - $118,731.08 (DOE)

Location: 3090 Independence Dr., Livermore, CA 94551 (On-site)

Restoration Management Company expects each and every employee to embrace and apply in their daily activities the following company CORE VALUES: Team Spirit, Integrity, Quality, Humility and Safety. These, in addition to the requirements listed below, are essential to the success of your career with Restoration Management Company.

The Call Center Manager is responsible for overseeing a team of call center administrators, ensuring excellence in customer service, with maximum efficiency. This position is responsible for the delivery of quality service at the highest level; supports the organization in driving excellent customer service through development and implementation of best-practice call center methods and procedures.

Key Responsibilities

Core responsibilities for the position are as follows:

• Manages and oversees daily operations and direct activities of call center personnel.
• Ensures delivery of an excellent customer service experience, accuracy in collection and input of customer detail, as well as efficient turnaround to key stakeholders.
• Allocates worktime/schedules to call center personnel according to demand and workload to ensure effective coverage.
• Manages and improves call center performance through regular monitoring, problem solving, auditing systems and quality assurance measures.
• Regularly audits system performance, collaborating with IT services to ensure maximum performance of systems, resources, and applications.
• Assesses issues, and identifies bottlenecks and opportunities for improvements, and implements solutions based on trends.
• Leads the department in establishing high standard for productivity, quality, and customer service satisfaction; captures and measures data accordingly.
• Summarizes, collects, analyzes, and prepares call center trends and data for management performance reports.
• Builds and maintains relationships with the organizations branches, department heads, and other personnel in support of Call Center departments delivery of services.
• Ensures call center staff is properly trained and equipped with the necessary tools to do their jobs effectively and efficiently.
• Coaches call center staff through challenging customer service issues to a successful resolution.
• Evaluates staff effectiveness and performance annually, focused on engagement, motivates staff to through set goals, and provides necessary resources and guidance for improved work performance and ongoing development.
• Manages resources and talent to meet department objectives: Talent management from recruiting, hiring, performance assessment, manage improvement and implements disciplinary actions - up to terminations, when necessary.

Additional Information

Location Corporate (Livermore)

Territory

Full-Time/Part-Time Full-Time

Exempt/Non-Exempt Exempt

Req Number COR-26-00007

About the Organization

About the Organization Restoration Management Company, Northern California's largest emergency service / restoration company is a growing, profitable, privately held company headquartered in Livermore, California. Established in 1985, Restoration Management Company has been providing reliable, year round emergency service, 24-hours-a-day for water, smoke and environmentally damaged property - to commercial, industrial, and residential clients.

We offer:

• Full-time positions;
• Opportunity for advancement;
• Competitive benefits (medical, dental, vision, EAP, 401k and matching, and life insurance)
• PTO
• Paid holidays
• Competitive salaries

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

This position is currently accepting applications.