Call Center Manager

Elk Grove, CA 95624

Posted: 08/05/2022 Employment Type: DirectHire Industry: None Job Number: 1611986 Pay Rate: $70000.00/year

Job Description

River City Staffing Executive Search Division is looking for a Call Center Manager for one of the leading Service Company based in Sacramento, CA.
The Call Center Manager is responsible for Employee Engagement, Customer Satisfaction and increase organization' s Profitability.

If you have the passion to build a strong CSR team with a desire to attain business growth, email your resume to:
Maria Tolentino at mtolentino@rivercitystaffing.Com.

Major Areas of Responsibility:
- Manage a team of 20 call center and ensure that each team member meets their KPI Call Center goals.
oTotal inbound/outbound calls
oCall conversion rate
oDaily/Weekly/Monthly booked calls
oAbillity to manage concerns
oMeeting daily call capacity
oAbandonment Rate
- Ensure Call Center Standards are met.
- Train and coach all CSRs on how to convert calls into booked service appointments.
- Continue to develop and modify ongoing training modules for all CSRs, such as:
oBuilding value
oCancelled calls
oClub conversations
oConcerns
oEmpathy
oListening skills
- Author and refine call scripts so they re clear, compelling and result in more booked appointments
- Develop validation, check-in points and testing processes for all CSRs
- Adhere to the company s strategy for resolving customer concerns quickly and favorably
- Formalize a coaching and training platform that s measurable
- Show employees how their individual contributions matter to the company s success
- Coach employees on how to build trust, value and demonstrate empathy with customers
- Live coaching sitting side-by-side on the floor
- Resume CSR responsibilities during peak season
- Support all CSRs with questions/concerns they have
- Develop Team Building Activities
- Enter all employee timecards, spiffs and bonuses for payroll
- Conduct interviews for new hires
- Conduct employee performance evaluations
- Ability to discipline employees as needed using the Corrective Action form

Requirements
Minimum 2 years Call Center Experience
Flexible to work any shift or day to support business operations
Great customer service skills
Patient, diplomatic leader who understands how to diffuse conflict and convey empathy
Ability to inspire and lead others to attain company goals
IT competent, experience with Microsoft Office and the latest software applications
Highly organized with exceptional follow-through abilities
Strong verbal and written communications
Good presentation and public speaking skills
Outgoing personality that blends well with a fast-paced, goal-driven environment
Highly motivated and able to motivate others
Diffuse negative situations with staff and calls
Apply Online

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