What are the responsibilities and job description for the Call Center Manager position at LHH?
LHH is seeking a Call Center Manager for our local client!
Job Description:
We are seeking a highly skilled and experienced Call Center Manager to join our team. The ideal candidate will have a strong background in consumer relations and customer call centers, including handling calls, emails, and chats. This role requires someone who can effectively direct teams that act as listening posts for customer reviews and social media feedback.
Key Responsibilities:
- Lead and manage teams responsible for customer interactions across various channels (calls, emails, chats).
- Direct teams that monitor and analyze customer reviews and social media feedback.
- Utilize analytical skills to evaluate trends, identify customer pain points, and escalate issues to relevant departments such as products, quality, legal, and regulatory.
- Transform the call center from a cost center to a revenue-generating unit by identifying and implementing upsell opportunities in every customer interaction.
- Develop and support teams in handling mobile application product issues.
- Stay updated with the latest AI tools used in call centers, recommend new technologies, and evaluate their effectiveness.
Qualifications:
- Proven experience in managing customer call centers and consumer relations.
- Strong leadership and team management skills.
- Excellent analytical and problem-solving abilities.
- Experience in transforming call centers into revenue-generating units.
- Knowledge of mobile application product support.
- Familiarity with AI tools and technologies used in call centers.
If you are a dynamic and results-driven professional with a passion for customer service and innovation, we encourage you to apply.
