Call Center Manager

Our client, a New York City-based non-profit fighting AIDS and homelessness, is seeking a temp-to-perm Call Center Manager to work out of their warehouse in Long Island City, NY. The ideal candidate will have 2+ years of call center and Salesforce experience. This opportunity can offer $23-$24/hour while temporary and will convert between 55k and 60k depending on experience.

Overview:

The Donation Call Center Manager is part of the Processing and Distribution Center and works closely with the Moving Manager to ensure the enterprise's success.

Responsibilities:

• Manage, develop, and train the Donation Call Center Staff.
• Oversee and report on the daily, weekly, and monthly activities of the department to achieve truck values and customer service standards.
• As needed, reevaluate current policies and systems and create new systems to improve efficiency and accuracy while holding staff accountable to policies and procedures.
• Meet and report on donation conversion goals.
• Appropriately schedule transportation of donations of, but not limited to, household goods, furniture, clothing, and shop supplies.
• Ensure truck values of $4500 per truck per day by adding units and upselling donations of housewares and other small pieces.
• Oversee and maintain the operations of the Refashion program through appropriate scheduling, proper reporting, record maintenance, and proper program administration as outlined in the Refashion program contract with the Department of Sanitation.
• Supervise a staff of up to 6 efficiently to ensure the most sustainable operational practices across the department.
• Oversee day-to-day operations of the Refashion program, including troubleshooting and working directly with the DOS to ensure timely performance and fulfillment of the contract.
• Manage and track data for capture and analysis and use results to improve performance.
• Provide product/service information by answering questions and assisting Call Center staff.
• Help recruit and develop staff through mentoring and guidance, identify training needs and develop methods of formalized training for staff.
• Ensure staff are motivated and aligned to achieve goals.
• Maintain productive relationships with store management teams and the moving department.

Minimum Requirements

• High School Diploma or GED
• Strong leadership and organizational skills
• Excellent internal and external customer service
• Excellent verbal, listening, written, and data entry skills
• Knowledge of furniture styles and furniture values; willingness to be trained
• General understanding of trucks, dispatch/trucking departments
• 2+ years of call center experience, at least 1 year in a supervisory capacity
• Microsoft Office computer skills including Word, excel, and Outlook.
• Customer Relationship Management (CRM) experience is a plus.