JOB DESCRIPTION:

Role and Responsibilities

• Work with manager to implement objectives, analyze call center metrics, ensure that the company and staff meet goals and provide reliable, efficient support for customers

• Develop, coach, support and evaluate the team:

• Provide feedback and coaching timely

• Evaluate and coach back customer service skills to assure consistent quality

• Foster/mentor a consistent positive, cooperative, courteous, and professional attitude

• Manage attendance

• Administer disciplinary action as necessary

• Recognize and reward excellent team performance

• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives

• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees

• Assisting other management team members in identifying trends and establishing call center goals

• Ensuring staff members are achieving desired service levels and taking corrective action, as needed · Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction

• Taking on other tasks or projects to support employees, other managers, and call center operations.

• Develop standards, processes, procedures and documentation to support quality and service goals involving triage and assignment of incoming calls to closing a call with a satisfied customer

• 40 plus hours and more in the heating season, potential weekend coverage during that time as well

• Availability between 8am-5pm, but could be different depending on the needs of the business

• Some travel will be required

Must-Haves

1Candidate will need to live in the NNE region- NH or ME and be close to one of our local offices.

2 Bachelor’s and/or 5 years’ experience in call center management required

3 Your work schedule is often Monday to Friday and will include rotations for Saturday as well as on call coverage on a regular basis, hours vary based off of workload.

Qualifications, Criteria, Certifications, Endorsements and Educational Requirements

• Bachelor’s and/or 5 years’ experience in call center management required

• Your work schedule is often Monday to Friday and will include rotations for Saturday as well as on call coverage on a regular basis, hours vary based off of workload.

• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations

• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills

• Knowledge of management principles and familiarity with company products, services, and policies

• Strong coaching and leadership skills, ability to motivate employees

• Decisiveness and attention to detail

• Proficiency with necessary technology, including computers, software applications, phone systems, etc.

• Polite, professional phone voice

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