In-Office Customer Service Manager (Call Center Leader)

Strong Industries Inc.; Pennsylvania; In loco; USD 58.000 - 78.000; Tempo pieno

Descrizione del lavoro

Strong Spas in Northumberland, PA is seeking a Customer Service Manager to lead our inbound call center operations. Based in the office, you will drive customer satisfaction by coaching a team and ensuring metric targets across phone, email and chat.

Ideal candidates have 3+ years in call center management, training and leadership experience, and a solid understanding of customer retention and data-driven improvements. Excellent communication is essential.

Competenze

• Minimum of 3 years of experience managing a call center.
• Proven experience in customer service training and team leadership.
• Strong knowledge of call center operations, retention strategies, and surveys.
• Excellent communication and interpersonal skills.

Mansioni

• Manage and supervise the Customer Service team to meet daily and monthly targets.
• Develop and implement training programs for the call center environment.
• Monitor metrics and generate reports to identify improvements.
• Collaborate with cross-functional teams to align activities with business objectives.
• Ensure compliance with policies and data privacy regulations.
• Recruit, train, and mentor staff to build a skilled team.
• Handle escalated customer issues with effective resolutions.

Conoscenze

Call Center Management

Customer Service Training

Team Leadership

Data Analysis

Formazione

Bachelor's degree in Business Administration or related field

Strumenti

CRM systems

Call center software

Descrizione del lavoro

Strong Spas in Northumberland, PA is seeking a Customer Service Manager to lead our inbound call center operations. Based in the office, you will drive customer satisfaction by coaching a team and ensuring metric targets across phone, email and chat.

Ideal candidates have 3+ years in call center management, training and leadership experience, and a solid understanding of customer retention and data-driven improvements. Excellent communication is essential.