Job Description/Responsibilities

• Hiring, training, coaching, and leading call center representatives as they provide support for customers. • Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives • Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees. • Assisting other management team members in identifying trends and establishing call center goals. • Ensuring staff members are achieving desired service levels and taking corrective action, as needed. • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. • Authorizing replacements or refunds. • Taking on other tasks or projects to support employees, other managers, and call center operations.

Job Requirements

• High school diploma or equivalent. • More education or experience in a related field may be preferred. • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations. • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills. • Knowledge of management principles and familiarity with company products, services, and policies. • Strong coaching and leadership skills, ability to motivate employees. • Decisiveness and attention to detail. • Proficiency with the necessary technology, including computers, software applications, phone systems, etc. • Polite, professional phone voice.

Skills

• Applications
• Call Center
• Coaching
• Communication
• Conflict Resolution
• Customer Service
• Hiring
• Leadership
• Management
• Software
• Training