Call Center Manager

Job Description

Networks Connect is conducting a search for a Call Center Manager in Indianapolis, IN.  The Call Center Manager will serve customers and employees by providing answers to their questions and solutions to their needs. Their priority is ensuring 5-star customer service with every interaction and every call, while giving our customer service team support.

Essential Functions

• Manage the Customer Service department while providing measurable feedback, suggestions for improved performance and recognition for achievements.
• Implement and enforce departmental policies and procedures.
• Identify necessary updates or inefficiencies within departmental processes and propose solutions.
• Prepare performance reports and maintain databases, spreadsheets and other tools used in data analysis
• Prioritize and delegate duties to ensure scheduling efficiency.
• Present information using a variety of instructional techniques or formats, such as on-the-job training, role playing, simulations, team exercises, group discussions, videos, or lectures.
• Conduct regular one-on-one meetings with team members to review performance and provide individualized coaching to continuously improve results.
•  Step in to answer incoming phone calls when the call volume is high.
• Use expertise to build strong healthy relationships with our customers, inform them of all benefits of doing business with Peterman, and create an open and accessible communication route.
• Collaborate with marketing department team members to trigger strategies to increase call volume for specific locations or trade lines in real time
• Develop a customer service team dedicated to providing high quality service and achieving sales initiatives
• Update and maintain a library of company resources and standards for call booking procedures

Qualifications

• Education – Bachelor’s degree
• Certifications – N/A
• Professional Experience – 3+ years of management experience preferred
• Additional Requirements:
• Ability to work a varied shift schedule that will include evenings and weekends.
• Excellent written and verbal communication.
• Able to analyze problems and strategize for better solutions.
• Thrive in a fast-paced environment, organized, problem solver with keen attention to detail, ability to multitask, dependable.
• Career-minded, eager for both personal and professional growth.

Earnings

$80,000 - $120,000 salary

Category

Call Center & Customer Service