Call Center Manager
AirCo Air Conditioning
Fort Worth, TX, US
Full-time
Job Description
Job Description
AirCo Air Conditioning in Fort Worth is a fast growing HVAC company has an opening for a Call Center Manager. The manager is responsible for the development and execution of training, quality monitoring and productivity for the call center.
The manager must work to create a Center of Excellence when creating engaging and positive programs to deliver a great customer experience.
You will set the pace each and every day by balancing and managing all contact center KPI's.
We provide great benefits which include :
- Medical
- Dental
- 401K
- Paid vacation
- Paid holidays
Pay Range : 65K - 90K DOE
If you are ready to be a part of a dynamic organization where your contributions will be acknowledged and rewarded, we'd like to hear from you!
Job duties include :
- Lead and manage the call center team.
- Hire, train, and manage the teams to meet and consistently exceed performance expectations.
- Monitor and assess performance and provide coaching for continual growth.
- Plan, assign and direct work.
- Reward and discipline employees through effective conflict resolution.
- Collaborate to manage the overall day-to-day operations of the contact center while meeting all KPI's.
- Understand and keep updated on the industry's best practices.
- Collaborate on hiring plans with recruiting team.
- Assist with escalations through all channels email, phone, social, etc. Share insight on effective de-escalation practices as well as providing ongoing training.
- Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.
- Manage training delivery : develop curriculums for new hires and ongoing staff training.
- Play a critical role in building a leadership 'bench' of future leaders by providing guidance and mentorship. This includes serving as a role model, sharing feedback and offering guidance that creates trust and teamwork.
- Work to ensure that the team meets their targets and KPI's consistently.
- Manage the tasks and find areas where efficiencies can be gained and further training and development may be needed.
- Develop and achieve performance goals and objectives to achieve customer expectations.
- Manage workflow, escalations and effectively delegate workload across the assigned team(s).
- Present a professional image and model expected behavior for employees at all times.
Qualifications :
- 6+ years contact center experience with at least 3+years of supervisory / management experience
- Advanced knowledge of Excel; proficient with other Microsoft Office applications
- Knowledge of call center fundamentals
18 days ago