Call Center Manager at Hicksville

We are currently seeking a professional Call Center Manager to join our growing call center!

The Call Center Manager is responsible for day-to-day customer service operations by managing and developing a team of motivated call center professionals that provide timely responses to customer questions and needs.

Responsibilities include, but are not limited to the following major functions:

• Establish and communicate service metrics to achieve the departments service level objectives.
• Ensure scheduling and policy adherence by all staff members to ensure that company goals are met.
• Resolve complex issues and escalated customer service problems resulting in an increase in the overall level of customer service.
• Participate in the review process; make recommendations on disciplinary actions, promotions and transfers.
• Interview prospective new hire candidates.
• Provide employees with training on procedures, systems and customer service related knowledge through call monitoring and coaching.
• Additional responsibilities as assigned my management.

Job Requirements:

• 3+ years of management experience in a high-volume ACD call center environment.
• Must be familiar with call center technology, telephone networks and IVR Systems.
• Previous experience within transportation, logistics, or a distribution environment a +.
• Must have the ability to resolve conflict and customer complaints, as well as communicate directly with customers in a professional manner.
• Candidate must be dynamic and possess strong leadership qualities.
• Excellent written / grammar skills.
• Proficient in Microsoft Word and Excel.
• Bilingual a +.

Country: USA, State: New York, City: Hicksville, Company: Sleepy.