What are the responsibilities and job description for the Call Center Manager position at Re-Bath?
Benefits:
- Life insurance
- Dental insurance
- Health insurance
- Training & development
- Vision insurance
- 401(k)
- Bonus based on performance
We are seeking an experienced and motivated Call Center Supervisor to join our team. The ideal candidate will have a proven track record in call center management, strong leadership skills, and a commitment to delivering excellent customer service.
RESPONSIBILITIES:
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Supervision and Leadership:
- Lead and manage a team of call center agents.
- Provide guidance, coaching, and support to team members.
- Conduct regular performance evaluations and provide constructive feedback.
- Implement training programs to enhance the skills of call center staff.
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Operational Oversight:
- Monitor and analyze call center performance metrics.
- Ensure adherence to company policies and procedures.
- Identify and implement process improvements to increase efficiency.
- Address and resolve escalated customer issues.
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Quality Assurance:
- Implement quality assurance processes to maintain high service standards.
- Review and evaluate call recordings for quality and compliance.
- Conduct audits and provide feedback to agents.
-
Resource Management:
- Manage staffing levels to meet call volume demands.
- Schedule and allocate resources effectively.
- Coordinate with HR for recruitment and on-boarding of new staff.
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Data Analysis and Reporting:
- Generate reports on call center performance.
- Analyze data to identify trends and areas for improvement.
- Present reports to management with recommendations.
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Customer Focus:
- Ensure a positive customer experience by monitoring customer interactions.
- Address customer complaints and resolve issues promptly.
- Collaborate with other departments to improve overall customer satisfaction.
Qualifications:
- Proven experience as a Call Center Supervisor or similar role.
- MUST HAVE an outgoing, enthusiastic, customer first attitude.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Knowledge of call center operations and technology.
- Ability to analyze data and make data-driven decisions.
- Customer-focused with a commitment to quality service.
Education and Experience:
- Bachelor's degree in a relevant field (preferred).
- Previous experience in a call center supervisory role.
- High School Diploma or Equivalent
Benefits:
- Health insurance and other benefits.
- Dental insurance
- Visions insurance
- Opportunities for career advancement.
- Paid Time-Off
- Positive and collaborative work environment.
Salary: $35,000-50,000 Bonus Structure
Expected hours: 40 – 45 per week
Schedule:
- 8 hour shift
- Evening shift
- Monday to Friday
- Weekends as needed
Work Location: In person
Job Type: Full-time
Salary : $35,000 - $55,000
