Talent.com
Call Center Manager

Call Center Manager

Code BluePhoenix, AZ, United States
1 day ago
Job type
  • Full-time
Job description

REQUIRED : JOB SUMMARY :

We are looking for an experienced and motivated leader to support, mentor, and guide a team of customer care representatives. Your role will be to equip the team with the knowledge, tools, and encouragement needed to deliver top-tier customer service while fostering a positive and collaborative work environment..

REQUIRED : KEY RESPONSIBILITIES

  • Supervise and support a team of customer care representatives, ensuring they are well-equipped to meet performance expectations and deliver outstanding service.
  • Monitor call quality and ensure customer interactions align with company standards. Provide real-time feedback, coaching, and development strategies to enhance team performance.
  • Track key performance indicators (KPIs) and analyze customer feedback to identify trends that drive service improvements. Propose and implement process enhancements to streamline operations and improve the customer experience.
  • Conduct regular coaching sessions to help team members overcome challenges and reach their full potential. Keep the team informed about updates to products, services, and policies. Develop individual growth plans to support career progression within the company.
  • Maintain accurate records of coaching sessions, performance plans, and outcomes. Generate reports on team performance, customer feedback, and operational insights for leadership review.
  • Collaborate with other departments-including Field Technicians, Dispatch, and more-to ensure seamless service delivery. Work cross-functionally to address customer concerns and optimize operational efficiency.
  • Additional Duties As Assigned

Requirements

REQUIRED : QUALIFICATIONS

  • Minimum three years of call center experience, with at least one year in a leadership or supervisory role.
  • Experience in outbound sales is a plus.
  • Background in home services or the service industry is preferred but not required.
  • Strong communication and interpersonal skills, both written and verbal.
  • Excellent problem-solving abilities and a customer-first approach.
  • Ability to multitask and manage competing priorities in a fast-paced environment.
  • Proven ability to coach, mentor, and develop high-performing customer service teams.
  • Familiarity with call center software, CRM platforms, and performance tracking tools.

    • REQUIRED : KEY PERFORMANCE INDICATORS (KPIS)

  • Appointment Set Rate : 70%+
  • CRM Accuracy Rate : 95% of information collected during initial call is input in the CRM
  • Response Time : 60 seconds or less

    • REQUIRED : WORKING CONDITIONS

  • Hours : Weekdays 9am-5pmCST
  • Location : to be performed at Phoenix Reimagine location
  • Travel : no travel to jobsites or other locations required