Call Center Manager: Lead & Elevate Customer Service

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

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.