Call Center Manager

  • Location
    Tempe, Arizona
  • Category
    Call Center
  • Job reference:
    US_EN_7_849079_2776327
  • Salary:
    $ 50000 - $ 55000
  • Job Type
    Contract/Temp to Hire

Ajilon is looking for a Call Center Manager expert with at least 2 years of experience.

This position was created along with a few others because of growth. The client of ours is growing rapidly and we need someone who can help mold their future during a pandemic. The ideal candidate will be able to lead all associates to better performance and improve customer service equality. You will be assisting and providing representatives opportunities to expand their knowledge of services, products and troubleshooting techniques while analyzing all data and focusing on streamlining a process  to make sure you have the best customer service reps in the Valley! 

 

Could you be the next manager to grow with this company and show your expertise? Contact me today! Brittnee.Gonzalez@Ajilon.com 

Call Center Manager Responsibilities:

  • Must have exceptional communication skills.
  • Observant to details and possess an understanding of the business requirements, products and services 
  • Providing the best training, coaching, and leading call center representatives 
  • 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.
  • Handle any issues that arise quickly and professionally 
  • Guide associates to be the best they can potentially be and provide mild counseling services to some when needed 
  • 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.
  • Authorizing replacements or refunds.
  • Taking on other tasks or projects to support employees, other managers, and call center operations.
  • Requirements:

  • Must be flexible on hours - this shift is possibly OVERNIGHT; this global company operates 24/7 with the exception of a few major holidays  
  • High School Diploma or equivalent.
  • 2 years of call center management experience 
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
  • 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.
  • Strong coaching and leadership skills, ability to motivate employees.
  • Decisiveness and attention to detail.
  • Proficiency with necessary technology, including computers, software applications, phone systems, etc.
  • Polite, professional phone voice.
  • Compensation: 50k - 55k 

    Equal Opportunity Employer/Veterans/Disabled

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