What are the responsibilities and job description for the Call Center Manager position at Code Blue?
REQUIRED : JOB SUMMARY :
We are looking for an experienced and motivated leader to support, mentor, and guide a team of customer care representatives. Your role will be to equip the team with the knowledge, tools, and encouragement needed to deliver top-tier customer service while fostering a positive and collaborative work environment..
REQUIRED : KEY RESPONSIBILITIES
- Supervise and support a team of customer care representatives, ensuring they are well-equipped to meet performance expectations and deliver outstanding service.
- Monitor call quality and ensure customer interactions align with company standards. Provide real-time feedback, coaching, and development strategies to enhance team performance.
- Track key performance indicators (KPIs) and analyze customer feedback to identify trends that drive service improvements. Propose and implement process enhancements to streamline operations and improve the customer experience.
- Conduct regular coaching sessions to help team members overcome challenges and reach their full potential. Keep the team informed about updates to products, services, and policies. Develop individual growth plans to support career progression within the company.
- Maintain accurate records of coaching sessions, performance plans, and outcomes. Generate reports on team performance, customer feedback, and operational insights for leadership review.
- Collaborate with other departments-including Field Technicians, Dispatch, and more-to ensure seamless service delivery. Work cross-functionally to address customer concerns and optimize operational efficiency.
- Additional Duties As Assigned
Requirements
REQUIRED : QUALIFICATIONS
REQUIRED : KEY PERFORMANCE INDICATORS (KPIS)
REQUIRED : WORKING CONDITIONS
