Call Center Manager

Overview:

We are seeking a dynamic and experienced Call Center Manager to join our team. The ideal candidate will lead our call center operations, facilitate new hire training, establish goals for the department, resolve customer issues and call center problems ensuring excellent customer service and efficient call handling.

Responsibilities:

• Manages the scheduling of all call center staff to ensure sufficient coverage.
• Analyzes call center data and prepares reports for upper management.
• Evaluates individual staff performance and overall team effectiveness with management.
• Determines call center strategies by evaluating team results and objectives.
• Coaches and assists call center staff through challenging customer service issues.
• Maintains and improves call center operations by monitoring performance and identifying and resolving problems.
• Leads team meetings and gives presentations to executives.
• Prepares monthly and annual call center action plans and objectives.
• Conducts new hire training.
• Other duties as assigned.

Requirements:

• Proven experience in a call center environment - 5 years
• Proven experience as a call center manager - 5 years
• High School Diploma or equivalent (GED) required, college preferred.
• Strong leadership skills and management expertise.
• Advanced customer focus and customer service skills.
• Exceptional training and coaching skills to motivate employees.
• Excellent interpersonal communication skills.
• Strong telephone skills with active listening ability.
• Track record of working well & effectively with both external & internal teams.
• Time management skills, ability to multi-task.
• Tech savvy with knowledge of computer data entry and software applications.
• Ability to remain calm & composed in terse situations.

Why VCS:

• VCS is a progressive and fast-growing technology company. We are specifically looking for innovative thinkers who want to positively impact company growth, as well as guide the growth and progression of their own careers.  

VCS is the OPTIMAL place to work because we: 

• Have a true team environment that values the opinion of all our representatives 
• Champion those who contribute to innovation and product enhancement 
• Embrace what we do every day with creativity, commitment, and cheer 
• Genuinely appreciate and respect our client base 
• Value continuous learning and provide training opportunities for our associates 
• Are an established, fast-growing company 
• Benefits: Health Insurance, Dental Insurance, Vision Plan, 401k Plan with Company Match, Paid Time Off, Work-Life Balance Initiatives  

Go For It:

If you want to take advantage of this opportunity, send your résumé to jobs@vcssoftware.com.

Visual Computer Solutions, Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Commute:

• Freehold, NJ 07728 (Required)

Ability to Relocate:

• Freehold, NJ 07728: Relocate before starting work (Required)

Work Location: In person

Salary : $60,000 - $65,000