What are the responsibilities and job description for the Manager - Service Coordination position at Malin?
The Call Center Manager will oversee the operation and management of a centralized call center in the service industry. This role involves managing a team of dispatchers responsible for coordinating and dispatching technicians to customer locations for the maintenance and servicing of material handling equipment. The Call Center Manager will ensure seamless collaboration with technical support, field technicians, customer service representatives, and the sales team to deliver exceptional service to our customers across all seven locations.
Essential Job Duties and Responsibilities
- Team Management : Lead, mentor, and develop a team of dispatchers, ensuring they are equipped with the necessary skills and knowledge to perform their duties effectively.
- Dispatcher Coordination : Oversee the dispatching process, ensuring that technicians are efficiently allocated to customer locations according to priority and urgency.
- Customer Interaction : Handle escalated customer inquiries and complaints, providing resolutions in a timely and satisfactory manner.
- Collaboration : Work closely with technical support, field technicians, customer service representatives, and the sales team to ensure the proper maintenance of customers' material handling equipment.
- Operational Efficiency : Monitor and evaluate call center performance metrics, identifying areas for improvement and implementing strategies to enhance efficiency and productivity.
- Reporting : Prepare regular reports on call center operations, including key performance indicators (KPIs), customer satisfaction scores, and service levels.
- Training and Development : Develop and implement training programs for dispatchers to ensure continuous improvement in service delivery.
- Technology Utilization : Utilize call center software and technology to streamline operations and improve customer service outcomes.
- Compliance : Ensure adherence to company policies, industry regulations, and quality standards in all call center activities.
- Budget Management : Manage the call center budget, controlling costs while maintaining high service standards.
Education and Experience
Knowledge, Skills, and / or Abilities required include :
