- Oversee day-to-day operations of the inbound call center, ensuring optimal performance and efficiency.
- Lead, mentor, and motivate a team of customer service representatives to achieve individual and team goals.
- Develop and implement strategies to improve customer satisfaction and retention rates.
- Monitor and analyze call center metrics, such as call volume, response times, and customer feedback, to identify areas for improvement.
- Collaborate with other departments, such as sales and marketing, to ensure seamless communication and alignment of goals.
- Handle escalated customer inquiries and complaints in a timely and professional manner.
- Develop and maintain training programs for new and existing employees to ensure high-quality service delivery.
- Stay current on industry trends and best practices in customer service management.
- A bachelor's degree in business administration or a related field is preferred.
- Proven experience 3+ years in a managerial role within an inbound call center or customer service department.
- Excellent leadership and interpersonal skills with a track record of successfully leading and motivating teams.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Exceptional communication skills, both verbal and written.
- Ability to thrive in a fast-paced environment and adapt to changing priorities.
- Experience with customer relationship management (CRM) software preferred.
- Reliable transportation to our Lorton, Virginia location.
- Competitive salary (to be discussed during the second interview with the hiring manager).
- Comprehensive benefits package, including medical, dental, and vision insurance.
- Matching 401k retirement savings plan.
- Paid time off (vacation, sick, and personal leave combined).
- Opportunities for career advancement and professional development.
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Call Center Manager - Lorton, United States - United Air Temp
Description
Call Center ManagerAt United Air Temp, we're not just about HVAC services, we're about exceptional experiences. As a Call Center Manager, you'll lead a team of dedicated customer service representatives, ensuring our customers receive the outstanding service they expect. If you're a passionate leader with strong communication skills, we want to hear from you
Position Overview: As the Call Center Manager, you will oversee the day-to-day operations of our call center, ensuring optimal performance and efficiency. You will lead, mentor, and motivate a customer service/call center representative team, develop strategies to improve customer satisfaction, and collaborate with other departments to achieve company goals.
Responsibilities of the Call Center Manager:
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