What are the responsibilities and job description for the Call Center Manager position at Wiggles Pet Resort?
Overview
We are seeking an experienced and dynamic Call Center Manager to lead our customer service operations. The ideal candidate will oversee daily call center activities, manage a team of customer service representatives, and ensure exceptional service delivery. This role requires strong leadership, project management skills, and the ability to communicate effectively across diverse teams. The Call Center Manager will play a key role in optimizing operational efficiency, enhancing customer satisfaction, and driving sales growth through effective team supervision and strategic analysis.
Responsibilities
- Lead, motivate, and supervise the call center team to achieve performance targets and maintain high standards of customer service
- Develop and implement operational procedures to improve efficiency and quality of service
- Manage daily call center operations, including staffing, scheduling, and resource allocation
- Monitor team performance through analysis of key metrics; provide coaching and feedback to enhance productivity
- Oversee training programs for new hires and ongoing development for existing staff
- Handle escalated customer issues with professionalism and effective negotiation skills
- Collaborate with sales teams to identify opportunities for upselling and cross-selling during customer interactions
- Conduct regular analysis of call data to identify trends, areas for improvement, and implement corrective actions
- Manage projects related to process improvements, technology upgrades, or new initiatives within the call center environment
- Foster a positive work environment that promotes teamwork, communication, and continuous improvement
Requirements
- Proven management or supervisory experience in a call center or customer service environment
- Strong leadership skills with the ability to motivate and develop a diverse team
- Excellent communication skills in English; multilingual abilities are a plus
- Demonstrated project management experience with the ability to handle multiple initiatives simultaneously
- Exceptional analysis skills to interpret data and make informed decisions
- Customer service expertise with a focus on client satisfaction and relationship building
- Effective negotiation skills to resolve conflicts and enhance sales opportunities
- Experience in sales or upselling within a call center setting is preferred
- Strong organizational skills with attention to detail and problem-solving capabilities
- Ability to work under pressure in a fast-paced environment
This position offers an exciting opportunity for a motivated professional eager to lead a high-performing team while contributing to the overall success of our organization.
Job Type: Full-time
Pay: $50, $60,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Work Location: In person
Salary : $60,000