What are the responsibilities and job description for the Call Center Manager position at Service Specialists Ltd?
Service Specialists is seeking an experienced and dynamic Call Center Manager for a successful company based in Madison, MS. This individual will oversee our call center operations and will be responsible for managing daily activities, leading a team of customer service representatives, and ensuring exceptional service delivery. This role requires strong leadership skills, a customer-centric mindset, and the ability to drive performance in a fast-paced environment.
Key Responsibilities :
- Operational Management : Develop and implement objectives for daily call center operations to achieve high efficiency and cost-effectiveness.
- Team Leadership : Recruit, train, and supervise call center staff, fostering a positive and productive work environment.
- Performance Monitoring : Utilize key metrics to evaluate agent performance, providing regular feedback and coaching to ensure service standards are met.
- Customer Service Excellence : Address escalated customer issues promptly and effectively, ensuring high levels of customer satisfaction.
- Process Improvement : Analyze call center data to identify trends and areas for improvement, implementing strategies to enhance service quality and operational efficiency.
- Budget Management : Oversee budgeting and financial performance, ensuring operations align with financial objectives.
- Compliance and Reporting : Ensure adherence to company policies and industry regulations, preparing and presenting regular reports to senior management.
Qualifications :
Salary : Starting at $70k DOE.
Salary : $70,000
