JOB SUMMARY
- The Manager, Call Center is responsible for managing the day-to-day activities of MaxxSouth’s Sales, Retention and Collections Call Center as well as the teams that supervise, lead, and support its operations.
- The Manager, Call Center drives results by setting monthly, quarterly, and annual goals and developing and implementing effective action plans and incentives. The Manager, Call Center develops strategies to ensure that every current and future customer is met with a high-quality customer experience.
- The Manager, Call Center reports directly to the Director, Sales and Marketing.
- Direct reports to this role include Supervisor, Customer Relations and Lead Customer Relations Representative.
ESSENTIAL JOB FUNCTIONS
The Manager, Call Center:
- Oversees activities of direct reports, provides guidance, motivation, and support as needed;
- Sets, and actively works toward the successful completion of, individual, team, and departmental goals that align with, and drive, organizational objectives and contribute to business growth and customer retention;
- Owns the performance management cycle of department personnel to include annual employee performance reviews, coaching, addressing disciplinary issues, and identifying professional development needs and opportunities;
- Analyzes the call center’s in-bound communication process and validates or modifies the strategy to optimize growth;
- Drives team efficiency and productivity while fostering a work environment that is engaging, encourages positivity and accountability, supports collaboration and teamwork, and is fair, unbiased, and consistent;
- Manages headcount, anticipating and preparing for fluctuations in staffing, and collaborates with customer relations supervisors to hire, onboard, and train the customer service team;
- Works effectively with customers, vendors, and the Company’s leadership team to build relationships and investigate and resolve issues and challenges;
- Monitors sales data to ensure that the department hits its quotas and maintains proper customer experience KPIs by monitoring 100% of customer calls with an automated scorecard system and tracking and reviewing individual team member’s call metrics (survey score, service level, etc.);
- Analyzes individual, team, and department-wide metrics to identify and act on both positive and negative performance trends to ensure that the department’s revenue goals and performance standards are met;
- Communicates changes to the Company’s products, services, procedures, and processes to ensure that the call center team is fully informed;
- Analyzes and standardizes procedures to improve departmental efficiency;
- Identifies departmental training needs and develops and disseminates training (i.e. customer service playbook);
- Participates in the preparation and maintenance of the call center budget to ensure effective and efficient operations;
- Follows and enforces the Company’s policies and procedures, including the EEO guidelines and safety, at all times;
- Performs miscellaneous duties as necessary.
JOB REQUIREMENTS
Education and Experience
- Bachelor’s degree in a business related field – required
- Minimum 5 years of progressive management or supervisory experience – required
- Minimum of 3 years of call center supervisory experience – required
- Minimum of 3 years of performance training/coaching experience – required
- Advanced knowledge of Microsoft Office (Word, Excel), Smartsheets, and Tableau – required
- Working knowledge of CSG – preferred
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Education:
- High school or equivalent (Required)
Experience:
- Call center management: 1 year (Preferred)
- Call center: 1 year (Preferred)
- Sales: 1 year (Preferred)
Work Location: In person