Expivia Interaction Marketing Group, Inc is looking for a skilled call center manager who can lead our supervisors to better performance and improve service quality. The call center manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

To be a successful call center manager, you should be focused on improving your team of supervisors on call center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.

Call Center Manager Responsibilities:

• Motivating, training, coaching, and leading call center supervisors as they provide support for the customers of our clients.
• Answering supervisor questions, guiding them through difficult associate issues, and handling issues that cannot be fielded on the floor.
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coaching workers regarding processes and practices, and explaining expectations to employees.
• Assisting other management team members in identifying trends and establishing call center goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Authorizing replacements or refunds.
• Taking on other tasks or projects to support employees, other managers, and call center operations.

**This is an onsite (Not WFH) position at Expivia in local NW Pa.

Call Center Manager Requirements:

• High school diploma or equivalent.
• Great attitude.
• Experience in a related field is preferred.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Strong coaching and leadership skills, ability to motivate employees.
• Decisiveness and attention to detail.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Polite, professional phone voice.