What are the responsibilities and job description for the Call Center Manager position at Maverick Electric, Heating, and Air?
Job Summary
We are seeking a dynamic and results-oriented Call Center Manager to lead our customer service team. The ideal candidate will possess strong leadership skills and a passion for delivering exceptional customer service. This role involves overseeing daily operations, managing staff performance, and ensuring that our call center meets its goals in terms of efficiency and customer satisfaction. The Call Center Manager will also play a key role in project management and continuous improvement initiatives.
Responsibilities
- Supervise and manage the call center team, providing guidance, training, and support to ensure high performance.
- Develop and implement effective strategies to enhance customer service delivery and operational efficiency.
- Monitor key performance indicators (KPIs) to assess team performance and identify areas for improvement.
- Conduct regular coaching sessions and performance reviews to motivate staff and foster professional growth.
- Handle escalated customer inquiries and complaints with professionalism, utilizing negotiation skills when necessary.
- Collaborate with other departments to streamline processes and improve overall customer experience.
- Lead project management initiatives aimed at enhancing call center operations.
- Maintain up-to-date knowledge of industry trends and best practices to ensure the call center remains competitive.
Qualifications
- Proven experience in a supervisory or managerial role within a call center environment.
- Strong leadership skills with the ability to motivate and manage a diverse team effectively.
- Excellent communication skills in English; proficiency in Spanish or other languages is highly desirable.
- Demonstrated ability in project management, with strong organizational skills to handle multiple priorities.
- Exceptional customer service orientation with a focus on resolving issues efficiently.
- Ability to negotiate effectively while maintaining positive relationships with customers and team members.
- Multilingual abilities are a plus, enhancing communication with a broader customer base.
If you are passionate about leading teams, improving customer experiences, and driving operational success, we encourage you to apply for this exciting opportunity as a Call Center Manager.
Job Type: Full-time
Pay: $70,237.00 - $90,519.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
- Weekends as needed
Work Location: In person
Salary : $70,237 - $90,519