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Call Center Customer Service Manager

Company: MCI USA Nationwide Management
Location: Las Cruces
Posted on: November 22, 2021

Job Description:

OPERATIONS MANAGER SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTSOur team is looking for a highly skilled call center customer service manager who can motivate sales and service supervisors to achieve department goals and champion their teams to deliver specific results for our clients.This leadership position is responsible for daily operations and opportunities to improve conversion, efficiencies, customer service levels, deliver specific sales objectives and support the call center in all facets.Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred. This is a full-time, local, on-site position and requires employees to report to work at one of our physical contact center locations.To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test._WHAT DOES SOMEONE IN THIS ROLE DO?Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Operations Manager position is responsible for ensuring call quality from start to finish, andpro-actively seeks ways to improve the internal processes and results program-wide.Operations managers conduct regular business meetings with supervisor to complete performance reviews and coaching to ensure maximum quality and production of direct reports.Operations Managers work closely with the site director and client account managers to ensureadherence to corporate policies and procedures and the health of the account.Essential DutiesLead a team of 5-10 call center supervisors responsible for inbound and outbound representativesResponsible for coaching and developing reports on customer service processes and best practices.Manage metrics, performance criteria, policies and procedures to improve call center productivity continuouslyDrive a culture of accountability, continuous improvement, and personal excellenceDirects workforce management activities and sets performance goals and objectives accordinglyDevelop and maintain strategy on ensuring customer satisfaction on all service interactionProvide team motivation and development to maximize sales opportunitiesResponsible for the overall performance and productivity of direct reportsResponsible for weekly payroll review and submission to ensure correct entriesResponsible for driving the growth of revenue and profit originating from a call centerProven ability to meet performance, efficiency, and quality assurance targetsMonitoring of individual and team results to identify and act on both positive and negative performanceCommunicate key messages effectively to ensure that direct reports are informed of process changesProvide regular feedback to supervisors regarding performance wins and areas of opportunityWork with other departments in the organization, such as quality assurance, training, IT, and recruitingDevelop and audit quality assurance strategies to ensure the delivery of world-class serviceDetermining work procedures, preparing work schedules, and expediting workflowResponsible for hiring, coaching and terminating call center employeesBe a subject matter expert on your client's businessManage remote employees as needed.Other duties and responsibilities as assignedWONDER IF YOU ARE A GOOD FIT?It's about building relationships and turning the knowledge you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.RequiredMust be 18 years of age or olderHigh school diploma or equivalentExperience with data-entry utilizing a computerThe ability to read and speak English fluentlyHave a wired, high-speed internet connection (Download speed of 20Mbps+)Excellent organizational, written, and oral communication skillsThe ability to type swiftly and accurately (20+ words a minute)Ability to work regularly scheduled shifts within our hours of operation including the training period.Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applicationsH

Keywords: MCI USA Nationwide Management, Las Cruces , Call Center Customer Service Manager, Professions , Las Cruces, New Mexico

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