Cennox · 1 month ago
Call Center Manager
United States
Full-time
Remote
Senior Level
5+ years expCennox is seeking a Call Center Manager who will be responsible for leading and optimizing the call center's operations to deliver exceptional customer experiences. The ideal candidate will manage call traffic, enhance quality assurance practices, and ensure employees receive appropriate training and resources.
LogisticsSupply Chain Management
Responsibilities
Provides direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner
Manages call traffic control and agent work groups and Call Reporting
Optimize Quality Assurance best practices to help enhance the quality of the service the Customer Care Center team provides to customers, which includes level loading and call trafficking
Provide statistical and performance feedback and coaching regularly through Quality Assurance call monitoring, and holding agents accountable for all performance standards, through proper use of reports and trend analysis
Handles escalated customer service issues, ensures proper follow-up and documentation
Establishes work procedures and processes that support the company and departmental standards, procedures, and strategic directives
Provides continual evaluation of processes and procedures to meet the department’s financial objectives
Ensures employees have appropriate training and other resources to perform their jobs
Available for employees who experience work and/or personal challenges, providing appropriate coaching, counseling, corrective action, direction, and resolution
Create, communicate, and present reporting as it relates to the nature of the business. Provide trend summaries and training opportunities
Works as a member/leader of special or ongoing projects that are important to area/process improvement
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
Performs other duties as assigned
Qualification
Required
Strong organizational skills
Excellent written and verbal communication skills
Ability to communicate effectively with internal and external customers
Proven ability to multi-task and manage timelines and deadlines
Pay close attention to detail, accuracy, and completeness
Demonstrate strong problem-solving skills, and customer service skills
Proficient computer skills including using Microsoft Office Suite, particularly Excel, Outlook, Word, and PowerPoint
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
Ability to deal with problems involving several concrete variables in standardized situations
Ability to use sound judgement to make good decisions based on information gathered and analyzed
Willing to take responsibility and act independently when necessary
Bachelor's degree in Business, Communications, or related field (or equivalent experience)
5+ years of experience in call center operations, with at least 2 years in a leadership role
Proficiency in call center technologies, including IVR routing and workforce management systems
Strong process orientation with proven ability to implement operational improvements
Excellent communication and relationship-building skills
Ability to manage multiple priorities and drive results in a fast-paced environment
Ability to sit and stay focused for long periods of time
Vision correctable to 20/20
Finger dexterity for keyboarding and computer usage
Company
Cennox
Cennox help the world’s leading brands to execute and deliver their complex change programs across technology, security and facility transformation.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
York Capital ManagementBusiness Growth Fund
2021-06-02Private Equity
2017-08-04Series Unknown
Leadership Team
Clive Nation
Group Chief Executive
Recent News
Company data provided by crunchbase