What are the responsibilities and job description for the Call Center Manager - In House Local Position position at United Placement Group?
Become part of a dynamic and collaborative team where your proficiency in remote call center management will be instrumental in crafting a successful future. At UFR, we are committed to delivering outstanding customer service while cultivating a supportive and innovative workplace. If you are a motivated Call Center Manager with a sharp ability to recognize top remote talent and a dedication to enhancing organizational excellence, we encourage you to submit your application today!
Primary Responsibilities and Duties:
- Hiring, Training, Coaching, and Leading: Recruit, onboard, train, and mentor call center staff to ensure they excel in customer outreach.
- Customer Interaction: Handle escalated customer inquiries, guide employees through difficult calls or issues, and effectively diffuse angry customers.
- Issue Resolution: Manage and resolve complex issues that cannot be resolved by call center representatives.
- Performance Management: Oversee the call center team to achieve both quantitative and qualitative objectives.
- Strategic Planning: Assign call center/field representative relationships for daily outreach strategy, working closely with cross-functional teams.
- Product/Service Rollout: Collaborate with cross-functional teams to create rollout plans for new products, services, or technology.
- Training Development: Develop training programs for new products, services, or technology as needed to ensure staff competency.
- Quality Assurance: Conduct weekly quality assurance evaluations, providing coaching and/or corrective action as needed to maintain service excellence.
- Daily Operations: Conduct daily meetings to review the preceding week's performance and take necessary corrective actions.
- Data Analysis: Review Ricochet data to identify trends and areas for improvement.
- Proven experience as a Call Center Manager or similar position.
- Proficiency with necessary technology hardware, including computers, phone systems, etc.
- Proficiency with necessary technology software, including CRMs, dialer systems, Office Suite.
- Experience with managing a team of diverse call center representatives.
- Experience with hiring, training, coaching, and mentoring successful call center representatives.
- Proven track record of driving change and results in a call center environment.
- Excellent communication and interpersonal skills to effectively engage with candidates, hiring managers, and stakeholders.
- Adept at evaluating candidate qualifications and conducting behavioral interviews.
- Demonstrated ability to adapt to changing priorities and business needs.
- Passion for fostering a diverse and inclusive workforce.
- Bachelor’s degree in Business Administration or relevant field preferred.
- Medical
- Dental
- Vision
- 401k
- Life Insurance
- PTO
- Weekly Payroll
