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Diamond Bar

    Manager, Customer Service - Diamond Bar, United States - Call the Car

    Call the Car
    Call the Car Diamond Bar, United States

    1 week ago

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    Description

    Job Description

    Job DescriptionJob Description

    Job Description:

    Under the supervision of the Director of Customer Service, the Call Center Manager is responsible for managing and directing all aspects of an inbound call center; implementing and reviewing contact center procedures and policies to serve the customers by delivering a high standard, efficient customer service. This position will work closely with other managers and the Director of Customer Service to strategize on new and existing projects and to act as a liaison with different departments to collect information and resolve issues.

    Job Responsibilities:

    • Manage daily call center activities to ensure a culture of professionalism, discipline and accountability.
    • Develop effective call scripts for various clients to optimize call center productivity and minimize errors while meeting client requirements.
    • Develop, implement and maintain performance metrics to ensure call center resources are meeting productivity objectives.
    • Design, implement and maintain quality assurance processes to ensure agents maintain a high level of professionalism and customer service on the phone.
    • Ensure all scheduling information and call notes are consistently and accurately maintained in the system.
    • Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.
    • Liaising with team leaders, supervisors, third parties, and operatives to collect information and resolve issues.
    • Setting up and meeting performance goals and targets for speed, efficiency, and quality.
    • Recording statistics, performance levels and user rates of the call center and preparing reports.
    • Planning and maintaining staffing model based on business needs.
    • Motivating, coaching, and retraining staff.
    • Handling escalated customer inquiries or complaints.
    • Any other duties as assigned by Director of Customer Service.
    • Also the Job Responsibilities of a Senior Supervisor.

    Required qualifications:

    • Must pass a Criminal Background Screening.
    • Must pass a Drug Screen.
    • Must pass government exclusion list at time of hire and monthly thereafter.
    • Five + (5) years of previous experience in Call Center leadership role.
    • Familiarity with various PC & Mac Applications and software programs including but not limited to ADP, Microsoft Office (Word, Excel, Outlook, etc.), and Google Drive.
    • Excellent customer service skills.
    • Ability to prioritize, multi-task and adapt to a fast-paced team-oriented environment.
    • Ability to assist with training and training development
    • Has attention to detail, planning and organizing.
    • Travel as needed.

    Preferred qualifications:

    • Bachelor's degree preferred.
    • Call Center experience preferred.
    • Previous team lead and/or supervisory experience is preferred.
    • Health Care Call Center experience preferred.
    • Health Care Transportation experience preferred.
    • Vehicle routing and/or dispatch experience preferred.
    • Availability to work any hours Weekdays, Weekends, Holidays.
    • Experience with Avaya Call Center Solutions a plus.

    Accommodation:

    Call the Car has the right to modify the duties and functions of the job description based on the needs of the organization.

    Work Location: Diamond Bar, California

    Job Type: Full-time

    Pay: $70, $84,000.00 per year

    Benefits:

    • 401(k)
    • Dental insurance
    • Health insurance
    • Life insurance
    • Vision insurance

    Schedule:

    • Monday to Friday

    Experience:

    • Call center management: 3 years (Required)

    Work Location: In person

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