In-Office Customer Service Manager: Lead Call Center

Strong Spas; Pennsylvania; Sur place; USD 58 000 - 78 000; Plein temps

Résumé du poste

Strong Spas in Northumberland, PA is seeking a Customer Service Manager to lead our inbound call center operations, drive customer satisfaction, and oversee a team handling purchasing questions, technical support, and service scheduling via phone, email, and chat.

You will develop training programs, monitor metrics, and collaborate with cross-functional teams to align customer service with manufacturing objectives while ensuring compliance and data privacy.

Qualifications

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

Responsabilités

• Manage and supervise the Customer Service team to meet daily and monthly performance targets.
• Develop and implement comprehensive customer service training programs tailored to the call center environment.
• Monitor call center metrics and generate reports to identify areas for improvement and implement corrective actions.
• Collaborate with cross-functional teams to align call center activities with broader manufacturing business objectives.
• Ensure compliance with company policies and industry regulations related to customer interactions and data privacy.
• Recruit, train, and mentor call center staff to build a skilled and motivated workforce.
• Handle escalated customer issues and provide effective resolutions to maintain high customer satisfaction.

Connaissances

Call Center Management

Customer Service Training

CRM systems

Data analysis

Formation

Bachelor’s degree in Business Administration, Communications, or a related field

Outils

Call center software

CRM systems

Description du poste

Strong Spas in Northumberland, PA is seeking a Customer Service Manager to lead our inbound call center operations, drive customer satisfaction, and oversee a team handling purchasing questions, technical support, and service scheduling via phone, email, and chat.

You will develop training programs, monitor metrics, and collaborate with cross-functional teams to align customer service with manufacturing objectives while ensuring compliance and data privacy.