36 CALL CENTER MANAGER Jobs in Minnetonka, MN
Renters Warehouse is Hiring a CALL CENTER MANAGER Near Minnetonka, MN
Management
Job Location
Corporate Office - Minnetonka, MN
Salary Range
$70,000.00 - $70,000.00 Salary
Job Shift
Day
Job Category
Customer Service
Description SUMMARY This position is the backbone of our property management services and serves an integral part of being a professional landlord. The primary goal of this position is to retain clients through efficient and effective communication by managing a team of customer service advisors. This is a revenue generating position that fosters client loyalty and is of great importance to the reputation of Renters Warehouse.
Duties ESSENTIAL DUTIES AND RESPONSIBLITIES This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.
- Provide leadership and manage a team of customer service advisors (CSAs) - both in the US and virtually
- Help lead the implementation of call center technologies and systems, including process documentation and training.
- Be visible and/or available to the customer service advisors
- Assign, schedule and monitor daily tasks needed for completion
- Monitor call queue and track inbound calls, including calls waiting, abandonment rate, make busy and DND times
- Listen to recorded calls and provide customer service feedback to customer service advisors
- Analyze and share call metric reports with customer service advisors, provide feedback and coaching when needed
- Analyze and share ticket reports with customer service advisors, provide feedback and coaching when needed
- Take escalated calls from unsatisfied clients and de-escalate difficult situations to satisfy clients’ needs
- Determine and document training needs
- Provide 5-star customer service to internal and external clients
- Coordinate and lead weekly/bi-weekly meetings, team chat sessions and performance reviews with the customer service advisors
- Document and create shift reports and share with management team
- Assist in the hiring process to determine the scope of each role and the experience and education requirements needed to perform that role.
- Notify supervisor and HR if Job Descriptions need to be updated due to changes in the role or technology.
- Train and develop each staff member to perform duties at a level of meeting expectations or higher. Assign and review goals for each employee at least semi-annually.
- Conduct Team Meetings (L10’s), as appropriate, for teamwork, recognizing and rewarding staff and ensuring positive communication amongst team members.
- Meet with employees in one-on-one meetings at least bi-weekly, to provide motivation, instruction, feedback, and support. Understand the aspirations of each staff member to guide them toward lateral or promotional opportunities, as applicable.
- Monitor and address behaviors exhibited that are outside the company’s culture and policies.
- Coaching, counseling, and disciplining employees, when necessary, to ensure employees are performing at their expected levels.
- Awareness of the company and department policies to ensure that all are abiding by such. Keep your supervisor aware of any employee concerns and consult with HR as needed for guidance and direction, as needed.
- Strong knowledge and exposure to current call center technology including cloud-based software and applications, leading with KPI driven data.
- Experience with current artificial intelligence (AI) implementations and capabilities.
- Proficient in Microsoft Office (Word, Excel).
- Ability to self-manage and problem solve with little or no direction.
- Ability to communicate well and provide exceptional customer service.
- Exert a professional and positive demeanor.
- Organized and able to manage multiple priorities.
- Strong coaching and training skills.
- Thorough documentation and follow-up skills necessary.
- Successfully use negotiation skills, easily diffuse difficult situations and use a high sense of urgency.
- Demonstrate Honesty, Trustworthiness & Accountability.
- Bachelor’s Degree, and 4 years of experience in a call center management role or equivalent combination of education and experience.
While performing the duties of this job, the employee is regularly required to talk or hear and sit at a desk working on a computer for multiple hours a day. The employee is occasionally required to walk; use hands to handle, or touch objects, tools, or controls. Specific vision abilities required by this job include close vision.
WORK ENVIRONMENT Remote Status: Fully Remote Work is an Option - **Either in Phoenix, AZ or Minneapolis, MN Corporate Office**
Travel Requirements: N/A
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the office work environment is usually quiet.
Culture at Renters Warehouse
- Innovative and collaborative, with a family-feel atmosphere
- Benefits Include Health, Dental, Vision, 401K, Paid Holidays, and PTO
- Casual office environment (Dress code is “Dress for Your Day” - jeans are encouraged!)
- Employees are recognized and evaluated based on Core Values
- Training and career development are provided
- Company outings and volunteering opportunities planned by our Fun Club
Job Summary
Full Time
$80k-109k (estimate)
05/23/2024
06/19/2024
rwarizona.com
AZ
<25
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The following is the career advancement route for CALL CENTER MANAGER positions, which can be used as a reference in future career path planning. As a CALL CENTER MANAGER, it can be promoted into senior positions as a Contact Center Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary CALL CENTER MANAGER. You can explore the career advancement for a CALL CENTER MANAGER below and select your interested title to get hiring information.
If you are interested in becoming a Call Center Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Call Center Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Call Center Manager job description and responsibilities
Due to their managerial position, Call Center Managers complete many tasks contributing to their supervisory role.
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Call center managers will be directly responsible for hiring, training and motivating call center representatives.
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Motivating and guiding team members on navigating difficult customer calls.
03/22/2022: Huntington, NY
Call center managers hire, train, prepare, and motivate their staff members to provide excellent service to customers.
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They develop objectives for a call center’s day-to-day operations and analyze call center statistics (like sales rates and customer service metrics) to ensure that these objectives are met.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Call Center Manager jobs
Some call center managers can also work toward sales and team leadership certifications.
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Educational requirements to become a call center manager vary by employer.
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Any call center manager will receive on-the-job training.
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Be a social leader to foster optimism and promote culture change.
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Focus on agent engagement and retention.
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Step 3: View the best colleges and universities for Call Center Manager.
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