Call Center Operations Lead

NORTH AMERICAN WAX COMPANY LLC; Evergreen Park (IL); On-site; USD 23,419 - 26,174; Full time

Job summary

NORTH AMERICAN WAX COMPANY LLC is seeking a Call Center Operations Manager responsible for supervising reservation center associates to ensure top-notch service for guests. You will recruit, develop, and retain talent while coaching and training staff.

The ideal candidate will have two to five years of people management experience in a service-oriented environment and will be a critical point of contact for both guests and reservation center associates.

Qualifications

• Two - five years of people management experience in a service-oriented environment.

Responsibilities

• Support and assist reservation center associates by answering all questions and providing feedback on quality of call and/or performance.
• Research booking errors and provide feedback to reservation center associates.
• Review and analyze phone system reports on a daily basis.
• Assist answering phone calls during high call volume.
• Ensure daily tasks are being performed by reservations center associates.
• Conduct pep talks during shift to help motivate and set goals for the team.
• Facilitate monthly team meeting to review performance metrics and teach an educational learning opportunity.
• Conduct individual performance evaluations monthly.
• Handle escalated guest concern calls.
• Act as a point of contact for RCAs who have questions, concerns or ideas.
• Provide coverage when staffing needs are low or when call volume is high.
• Meet with Reservation Center Manager consistently to discuss challenges, accomplishments, or department feedback and needs.
• Ensure that email inquiries are being responded to in a timely manner.
• Provide support to RCA associates with any questions regarding emails or guest concerns.
• Assist with wax pass refunds.
• Process and contact guests who have past due payments.
• Check open invoices for all centers.
• Assist CM with scheduling for all associates at the call center.
• Be a point of contact for our team in the field when they have questions or concerns.

Job description

NORTH AMERICAN WAX COMPANY LLC is seeking a Call Center Operations Manager responsible for supervising reservation center associates to ensure top-notch service for guests. You will recruit, develop, and retain talent while coaching and training staff.

The ideal candidate will have two to five years of people management experience in a service-oriented environment and will be a critical point of contact for both guests and reservation center associates.