Call Center Manager

This position is Remote, but the candidate needs to live locally in New Hampshire or Maine

Responsibilities

• Work with manager to implement objectives, analyze call center metrics, ensure that the company and staff meet goals and provide reliable, efficient support for customers
• Develop, coach, support and evaluate the team:
• Provide feedback and coaching timely
• Evaluate and coach back customer service skills to assure consistent quality
• Foster/mentor a consistent positive, cooperative, courteous, and professional attitude
• Manage attendance
• Administer disciplinary action as necessary
• Recognize and reward excellent team performance
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees
• Assisting other management team members in identifying trends and establishing call center goals
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed · Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Taking on other tasks or projects to support employees, other managers, and call center operations.
• Develop standards, processes, procedures and documentation to support quality and service goals involving triage and assignment of incoming calls to closing a call with a satisfied customer
• 40 plus hours and more in the heating season, potential weekend coverage during that time as well
• Availability between 8am-5pm

Qualifications

• Bachelor’s and/or 5 years’ experience in call center management required
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
• Proficiency with necessary technology, including computers, software applications, phone systems, etc.
• Polite, professional phone voice
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
• Knowledge of management principles and familiarity with company products, services, and policies