At OnSchedule, we are dedicated to providing exceptional customer service while fostering a supportive and innovative work environment. If you are an experienced Call Center Manager with a keen eye for identifying top remote talent and a passion for driving organizational excellence, we invite you to apply today!
Primary Responsibilities and Duties:
Training, Coaching, and Leading: Train, coach, mentor and manage call center staff to ensure they excel in customer outreach
Customer Interaction: Handle escalated customer inquiries, guide employees through difficult calls or issues, and effectively diffuse angry customers
Performance Management: Oversee the call center team to achieve both quantitative and qualitative objectives
Product/Service Rollout: Collaborate with cross-functional teams to create rollout plans for new products, services, or technology
Training Development: Develop training programs for new products, services, or technology as needed to ensure staff competency
Quality Assurance: Conduct weekly quality assurance evaluations, providing coaching and/or corrective action as needed to maintain service excellence
Daily Operations: Conduct daily meetings to review the preceding week's performance and take necessary corrective actions
Data Analysis: Review Ricochet data to identify trends and areas for improvement
Requirements
Proven experience as a Call Center Manager or similar position, preferably in a remote environment
Proficiency with necessary technology hardware, including computers, phone systems, etc
Proficiency with necessary technology software, including CRMs, dialer systems, Office Suite
Experience with managing a team of diverse call center representatives
Experience with hiring, training, coaching, and mentoring successful call center representatives
Proven track record of driving change and results in a call center environment
Excellent communication and interpersonal skills to effectively engage with candidates, hiring managers, and stakeholders
Adept at evaluating candidate qualifications and conducting behavioral interviews
Demonstrated ability to adapt to changing priorities and business needs
Passion for fostering a diverse and inclusive workforce
Bachelor's degree in Business Administration or relevant field preferred
Benefits
Medical
Dental
Vision
401k
Life Insurance
PTO
Weekly Payroll
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Administrative
Industries
Primary and Secondary Education and Non-profit Organizations
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