Customer Service Call Center Manager

Job Description

Job Description

Rapidly growing inbound/outbound call center is searching for a Customer Service Call Center Manager with strong Analytical, Training, Mentoring and Soft skills .

Responsibilities:             

o             Manage a team of Customer Service Representatives to provide process guidance and resolve escalated issues.

o             Provide employees with timely and constructive performance feedback.

o             Ability to identify performance inequities, training needs and develop and deliver documented plans to achieve and exceed goals

o             Conduct and perform quality monitoring, calibration sessions and coaching feedback to each individual team- member

o             Lead continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.

o             Ensure the volume of work produced meets company standards and ensure customer satisfaction.

o             Identify trends and initiate changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.

o             Work collaboratively in a team environment across all departments.

o             Assist with gathering and communicating client expectations in a completely documented form from intake to final wrap-up.

o             Collect, analyze and present all appropriate program data to improve performance on all programs.

o             Effectively manage incidents with the goal of fast resolution using systematic incident management principles

o             Manage Incidents with a high emphasis on communication with tact (both written and verbal)

o             Mentor peers in your areas of technical and operational strength

o             Liaison and manage our non-US based partner who handles some of our call center tasks

• Other Duties as assigned

Qualifications:

o             Possesses strong project management skills.

o             Able to balance competing priorities, complex situations and tight deadlines while maintaining sharp  attention to detail.

o             Excellent listening, training and presenting abilities

o             Strong Training and Soft Skills

o             3-5   years relevant experience in a call center environment, 2-3 years in Management

o             Can work independently and to prioritize and handle multiple tasks and projects concurrently.

o             Effective oral and written communication skills.

o             Must have Microsoft Office Experience: Word, Excel, PowerPoint

Knowledge and Skills

o             Excellent written and verbal communication skills.

o             Ability to deal with problems and find solutions.

o             Comfortable presenting information to all levels of the organization

o             Must be highly motivated and capable of working independently.

o             Must have excellent multi-tasking skills

Please email your resume and salary requirements

COME GROW WITH US! 

Progistics is committed to providing equal employment opportunity for all persons regardless of race, color, religion, sex, age, marital status, national origin, citizenship status, disability or v

We operate a centralized National Operations Center and strategically located cross-dock facilities dedicated to our customers. Acting as an extension of our customers’ customer service and supply chain teams, we maintain control, prevent damage, and protect the integrity of every shipment across our network.

Company Description

We operate a centralized National Operations Center and strategically located cross-dock facilities dedicated to our customers. Acting as an extension of our customers’ customer service and supply chain teams, we maintain control, prevent damage, and protect the integrity of every shipment across our network.