Customer Service Center Manager

Description

As a Center Manager your role is to hire, develop, and inspire your teammates. You are the driving force behind an efficient, motivated, well coached, and high performing team of CSC representatives. You will take charge of daily activities, inspire your team, and ensure compliance and customer satisfaction are top priorities. This critical role is responsible for the call centers performance, and team performance as well as daily deliverable metrics– striving for excellence in all three areas. This role drives company-wide performance and consistency by reinforcing our mission, vision, and values and epitomizing our mantra of “one team, one wash, one moment – one Mojo.” As a key leader in the company, this position offers a rewarding career path with opportunities to lead, innovate, and grow.

Education Requirements

• Bachelor’s degree 
• 6 years of related experience 
• Familiarity with telemarketing software, Web based systems, Micrologic, HubSpot. 

Call Center Manager Essential Skills

• Problem-solving and conflict resolution skills 
• Communication skills 
• Analytical abilities 
• Organizational and multitasking skills 
• Strong leadership skills 
• Talented with accountability and coaching.

Call Center Manager Roles & Responsibilities

• Work with other management team members to develop call center objectives, keeping profitability and efficiency in mind 
• Lead team meetings and coach and motivate team members 
• Hire, onboard and train call center personnel 
• Analyze call center data and prepare reports for upper management. 
• Evaluate staff effectiveness and performance annually or on an as-needed basis

Day-to-Day Duties

• Hire, train, and manage a team of call center representatives 
• Work with call center representatives to solve problems like difficult calls from angry customers 
• Collect and Analyze call center statistics and adjust processes to meet or exceed goals 
• Create weekly reports and deliverables for the Director.
• Conduct weekly coachings.