Call Center Manager

Description

If you're passionate about leading a high-performing team and delivering exceptional customer service, join us today at DOC Services Inc.!

For over 35 years, DOC has provided our trusted partners with innovative, custom, total facility solutions for their commercial equipment needs. We strive daily to provide positive experiences and inspiring results by demonstrating unparalleled commitment to our customers, community, and one another. Our employees are our most valued asset, and we believe excellence starts with a well-supported and trained team. With team members across the country, DOC fosters an environment that rewards commitment and performance.

Position Overview:

As a Call Center Manager, you will play a pivotal role in supporting the activities and associates within the DOC Call Center. Your primary responsibilities will revolve around overseeing operations to ensure that all customer requests are handled with precision, professionalism, and timeliness. 

Essential Functions:

• Monitor customer interactions through various channels to ensure accuracy, professionalism, and timely resolution of inquiries or issues. 
• Oversee phone operations to ensure calls are answered promptly and professionally.
• Regularly review call logs to verify the accuracy and quality of customer interactions.
• Monitor internal systems to minimize errors and ensure timely completion of tasks.
• Handle time adjustments, approve payroll, track tardiness and absences, evaluate and approve time off requests, and oversee overtime to ensure efficient workforce management.
• Manage personnel matters including performance evaluations, coaching, and disciplinary actions when necessary.
• Maintain daily communication with Call Center and Triage Center Specialists, providing clear directives and support.
• Work closely with other managers across departments to ensure the overall success and alignment of the department.

Minimum Requirements:

• A High School Diploma or GED is required, an associate degree or equivalent experience is a plus.
• 2 years of supervisory or management experience required.
• 2 years of recent and relevant experience in a call center or contact center preferred.
• Excellent communication and people skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Proficiency in telephony systems and call center software.
• Detail-oriented with solid analytical and problem-solving skills.

 Benefits:

• Financial Security: Competitive pay and a 401(k) plan with a 4% company match.  
• Health and Wellness: Comprehensive medical, dental, and vision insurance options.  
• Career Advancement: Continuous training and professional development opportunities. 
• Company Culture: Be part of a respected, nationwide service company that celebrates its heritage and looks forward to the future.  

Celebrating our past. Building our future – Join us by applying now!

DOC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability, or any other federal, state, or local protected class.