Customer Experience & Call Center Leader

Hamilton Barnes ?; Logan (UT); On-site; USD 60,000 - 70,000; Full time

Job summary

A broadband service provider in Utah is seeking a Mid-Senior Level Call Center Manager to oversee daily operations, ensuring customer satisfaction and team efficiency. The role requires leadership in managing call center teams across multiple states, fostering a positive work environment, and implementing processes to improve customer experience. Ideal candidates will have over two years of management experience in a call center setting and strong analytical skills for data-driven decision making. A competitive salary is offered based on experience.

Qualifications

• 2+ years of management experience in a call center environment.
• Experience overseeing teams across multiple locations.
• Ability to implement processes for reporting and customer experience.

Responsibilities

• Oversee daily operations of the call center teams.
• Direct the call center's reporting processes and phone systems.
• Provide coaching and support to customer service representatives.
• Monitor and evaluate call center agents' performance.
• Handle complex or escalated customer issues.
• Maintain and analyze call center data.
• Oversee a combined team responsible for dispatching technicians.
• Collaborate with sales, technical, and field teams.
• Lead onboarding and continuous training of call center agents.
• Be available around the clock for emergencies.

Skills

Leadership

Call center management

Communication skills

Problem-solving

Data analysis

Job description

A broadband service provider in Utah is seeking a Mid-Senior Level Call Center Manager to oversee daily operations, ensuring customer satisfaction and team efficiency. The role requires leadership in managing call center teams across multiple states, fostering a positive work environment, and implementing processes to improve customer experience. Ideal candidates will have over two years of management experience in a call center setting and strong analytical skills for data-driven decision making. A competitive salary is offered based on experience.