What are the responsibilities and job description for the Call Center Manager position at GigaParts?
Summary/Objective
The Call Center Manager responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include motivating, training, coaching, and problem solving. Additionally, the position is responsible for assisting the Customer Satisfaction Manager in smooth operation of the department's escalation process.
Duties
- Assist customers with problem areas within the Call Center department; coordinates efforts and interfaces with other departments to resolve problems
o A training program;
o A quality assurance program including regular reviews of interactions with customers; and
o A system of measuring and benchmarking work output
- Driving results in a fast-paced customer focused environment.
- Maintain and produce weekly, and monthly reports of quality metrics and respective targets and goals.
- Develop and implement improvements to processes and operations.
- Proactively communicate with senior leaders regarding business performance, customer trends, and potential risks to the business.
- Recruit, retain and develop a talented team
- Contribute to the success of the company by adapting to changes, continually striving for personal growth, maintaining an environment of professionalism and teamwork, and allowing the company to profit from your talents, knowledge, and experience, and doing whatever is asked of you with a positive attitude
- Deliver class-leading customer service to our customers, with an eye toward cost, through ingenuity, thoughtfulness, and respect
- Continually learning about all aspects of the computer industry and amateur radio hobby and their related products and services
- Learn how our company works and suggest ways to improve it
- All other duties as needed
- Develop and maintain for your department:
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Qualifications
- Associate's Degree
- 4 years of Telephone Customer Service Experience/Call Center
- 2-3 years of Call Center/Telephone CSR Supervising, Management, Lead coverage in a high call-volume setting
- Technical Telephone experience auditing calls
- Experience training and supervising a team of a minimum of 5 employees
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 10 hour shift
- 8 hour shift
- Day shift
- Monday to Friday
- Overtime
- Weekends as needed
Application Question(s):
- GigaParts is a Drug Free Workplace. Will you submit to a drug test through hair and urinalysis prior to employment?
- Do you have a valid driver's license?
- If the position requires driving while on duty, will you submit to a driving record check?
- GigaParts participates in E-Verify. Are you legally authorized to work in the United States?
- Have you ever been convicted of a felony?
Experience:
- Call center management: 3 years (Required)
- Call center: 4 years (Required)
Work Location: In person
Salary : $50,000 - $60,000
