Call Center Supervisor
Job description
An excellent call center manager must be an organized, reliable, and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center manager, you must also have excellent customer service and communication skills.
The goal is to do everything possible to attain goals and achieve great results for our company.
Responsibilities
- Develop objectives for the call center’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
- Assume responsibility for budgeting and tracking expenses
- Hire, coach, and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling, and other procedures
- Answer Twilio calls
- Be the middleman between teams and clients to help with logistics
- In charge of all damage claims and managing the spreadsheet pertaining to it
- Answer all negative reviews
- Prepare reports for different departments or upper management
- Working in a similar industry is a plus
- Proven experience as a call center manager or similar position
- Experience in customer service is required
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient
- High school diploma or equivalent; a Higher degree in a relevant discipline will be appreciated
College Hunks Hauling Junk and Moving is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of that franchise. All inquiries about employment at this franchise should be made directly to the franchisee, and not to College Hunks Hauling Junk Corporate.
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