Job Description
Call Center Manager
Essential Duties & Responsibilities:
The Call Center Manager will be responsible to lead and coach a team of managers and representatives in a fast-paced, dynamic call center environment. They will be overseeing the daily call center operations, focused on driving overall customer satisfaction.
Responsibilities:
• Ensuring top- tier service within the team for sales, call performance, customer satisfaction, and conflict resolutions to provide exceptional customer service.
• Provide training to maintain a highly motivated, oriented team
• Schedule and monitor daily performance including, but not limited to checking metrics and observing customer interaction.
• Learn and comprehend phone software and capabilities to generate reports, monitor activity, and provide the best customer experience.
• Create and promote the cross-functional sales culture in the department; educate team members on autobody parts to service customer needs.
• Assist customers and team members with account inquiries, account maintenance, problem resolution, and escalations.
• Facilitate meetings with team members, provide performance feedback and recommend appropriate personnel actions.
• Perform other duties as assigned
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The employee frequently is required to sit and is occasionally required to stand and walk. Specific vision abilities required by this job include close vision.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.
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