Call Center Manager

The Call Center Manager will play a critical role in driving Vendnet's growth and success by leading and managing key operational functions. This includes leading and driving the growth of the company's revenue streams, including product sales, software solutions, and service offerings. In addition, the Manager will oversee a call center team that provides exceptional technical and customer support, resolving customer issues efficiently and effectively. The Manager will be responsible for developing and managing a nationwide service network, ensuring timely and professional on-site repair and implementation services for customers across North America. This role demands a strategic thinker with a strong customer focus, exceptional leadership skills, and a proven track record of success in sales, operations, and technical support management.

Duties and Responsibilities:

·        Team Management: Recruit, train, and supervise a team of call center agents. Set performance goals, provide coaching and feedback, and conduct regular performance evaluations. Foster a positive work environment and encourage teamwork and collaboration.

·        Operations Oversight: Monitor call center operations to ensure smooth functioning. Develop and implement strategies to enhance productivity, efficiency, and customer satisfaction. Establish performance metrics and regularly analyze data to identify areas for improvement.

·        Customer Service: Ensure the delivery of excellent customer service by setting service standards and monitoring customer interactions. Handle escalated customer complaints or complex issues, ensuring timely resolution. Implement strategies to improve customer satisfaction levels.

·        Training and Development: Develop training programs and materials to enhance the skills and knowledge of call center agents. Conduct training sessions on product knowledge, communication techniques, and customer service best practices. Keep the team updated on industry trends and new technologies.

·        Performance Analysis: Analyze call center metrics such as call volume, response time, and customer satisfaction scores. Identify trends, patterns, and areas of improvement. Prepare reports and present findings to senior management, making recommendations for process enhancements.

·        Technology and Systems: Stay up to date with call center technologies, software, and tools. Evaluate and recommend new systems that can streamline operations and improve customer experience. Ensure the team is well-versed in using relevant technology.

·        Quality Assurance: Develop and implement quality assurance programs to maintain service standards and compliance. Conduct regular call monitoring and provide feedback to agents to enhance performance and adherence to protocols.

·        Budget and Cost Management: Prepare and manage the call center budget, ensuring cost-effective operations. Monitor expenses, identify areas for cost reduction, and optimize resource allocation.

KNOWLEDGE AND SKILLS:

·        Bachelor's degree in business administration or a related field (preferred).

·        Proven experience as a call center manager or in a similar leadership role.

·        In-depth knowledge of call center operations, performance metrics, and best practices.

·        Strong leadership and people management skills.

·        Excellent communication and interpersonal skills.

·        Analytical mindset with the ability to interpret data and make informed decisions.

·        Proficiency in using call center software and technology.

·        Ability to handle high-pressure situations and resolve conflicts.

·        Flexibility to work in shifts and adapt to changing priorities.

What you need to succeed:

•  10 years of progressive experience in sales, operations, and/or technical support management.  

•  Bachelor’s degree in Business Administration, Marketing, or a related field (MBA preferred).

•  Proven leadership skills with the ability to inspire, motivate, and drive results.  

•  Strong understanding of e-commerce platforms and digital marketing strategies.  

•  Experience with call center management systems and technologies.  

•  Strong understanding of key call center metrics and performance indicators.  

•  Experience with vendor management and contract negotiation.  

•  Excellent communication, interpersonal, and presentation skills.  

•  Strong analytical and problem-solving abilities.  

•  Customer-focused approach with a commitment to delivering exceptional service.