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Call Center Manager

Mesa, AZ

 

Job description:

Now Hiring: Call Center Leadership Position – Opportunity in Residential Services
Location: Mesa, AZ
Industry: Residential Services | Full-Time | Competitive Compensation + Performance Incentives

The Call Center Manager will lead, motivate and train staff to provide quality service to all customers in a timely and efficient manner. The ideal candidate will be experienced in motivating and managing all functions of a busy and fast paced call center, and who possesses experience with call center information management, reporting and technology. Our business requires a manager that is dedicated to excellence and client satisfaction. The Call Center Manager will work closely with our CSR team to ensure that all our customers receive outstanding service in an efficient and timely manner. The ideal candidate will have a proven track record as a leader in the Residential Services industry. You will be responsible for overseeing the daily operations of the customer service department.

What You’ll Do:

  • Ensures inbound telephone call metrics are met with company goals.
  • On the spot coaching for work quality that needs to be fixed or resolved.
  • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.
  • Managing the daily operations of the customer service department
  • Create a reliable and valuable customer service experience
  • Setting customer service goals for team members and helping them reach those goals
  • Making weekly and monthly reports and surveys
  • Staying current on the latest industry trends and techniques
  • Identifies customer service trends and determines system improvements..
  • Communicates job expectations to other employees.
  • Plans, monitors, appraises, and reviews job contributions of others.
  • Enforces company policies and procedures.
  • Resolves problems and disseminates advisories and warnings.
  • Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.

What We’re Looking For:

  • 4 year Degree or equivalent management experience.
  • 3-5 years of supervisory and management experience in a fast-paced call center.
  • Exemplify exceptional communication and customer service principals.
  • Experience with or ability to use ServiceTitan is required.
  • Experience working in a Residential Services organization is a highly desired.
  • A proven track record hiring, developing and mentoring a world class team.
  • Strong skills, in training, implementation of new policies and procedures to streamline efficiencies.
  • Solid experience; monitoring, script development and elevating customer service to new levels.
  • Strong leadership skills, builder of positive relationships with all clients and all levels of management.
  • Aides with the design of training manuals and Standard Operational Procedures (SOP)
  • Maintains and provides various reports such as: Call recording, audits, call center KPIs, scheduling, etc.
  • Provides training, coaching and performance feedback for the team.
  • Uses metrics to drive accountability and performance.
  • Knowledge of the service industry, including principles and practices related to Dispatch Call Center.
  • Ability to solve problems and apply good judgement.
  • Excellent verbal/nonverbal and written communication and presentation skills.

Why Join Us?

  • Leadership opportunity with high impact and visibility
  • Competitive base salary plus bonus potential tied to performance
  • Full benefits package including health, dental, vision, and 401(k)
  • Professional development and advancement opportunities
  • Work with a reputable brand committed to quality, safety, and service

Benefits:

  • Health, Dental, and Vision insurance
  • Health savings account
  • 401(k)
  • 401(k) matching
  • Flexible spending account
  • Life insurance
  • Employee discount
  • Paid time off
  • Referral program

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee discount
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Referral program
  • Vision insurance

 

Pay Range

$70,000 - $80,000 USD

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