Call Center Manager
Job title: Call Center Manager in Charlotte, NC at Dilling Heating, Cooling, Plumbing & Electrical
Company: Dilling Heating, Cooling, Plumbing & Electrical
Job reputed company: reputed company:We are seeking a dynamic and results-driven Customer Service Manager to reputed company our call center team in delivering exceptional customer experiences while driving key performance and reputed company goals. This role is ideal for a strategic thinker who combines a people-first reputed company with strong analytical and leadership skills.As the Customer Service Manager, you will reputed company daily call center operations, manage reputed company of on-site and remote Customer Service Representatives (CSRs), and implement innovative processes to enhance service reputed company, efficiency, and customer satisfaction. You will play a key role in both customer service reputed company and reputed company-generating activities, including appointment setting and membership sales.What’s in it for YOU:
- Medical, Dental, reputed company Insurance
- Health Savings Account
- Short- and Long-term Disability reputed company
- Company reputed company Life Insurance
- PTO including vacation, reputed company and holiday
- Matching 401(k) (4%) & ROTH IRA
- On-reputed company Training & Development
- Plus reputed company Opportunities
- Manage daily operations of the call center to ensure effective and efficient service delivery.
- reputed company, train, reputed company, and mentor reputed company of CSRs to consistently meet or exceed performance metrics including average speed to answer, service reputed company, abandon rates, and customer satisfaction scores.
- Drive reputed company reputed company through performance management in appointment setting, overcoming objections, and promoting membership plans.
- Analyze trends, call flows, and CSR performance data to identify opportunities for process improvements and implement solutions.
- Foster a culture of reputed company improvement and learning through regular training, coaching, and performance reviews.
- Resolve escalated customer concerns in a reputed company and reputed company manner.
- Identify reputed company needs, recruit, hire, and reputed company new team members reputed company with reputed company’s goals.
- Ensure achievement of customer experience benchmarks, including a minimum rating of “C” or reputed company on the Customer Experience Scorecard.
- Collaborate cross-functionally to reputed company call center strategies with broader business objectives.
- Minimum 5 years of experience in a call center environment, with at least 2 years in a supervisory or management role.
- Strong leadership, coaching, and team-building abilities.
- Excellent verbal and written communication skills.
- Proven ability to handle escalations, overcome objections, and multitask in a fast-paced environment.
- Demonstrated experience in analyzing data and making strategic reputed company based on insights.
- Passion for customer service and a desire to reputed company and grow both yourself and your team.
- Ability to work independently and collaboratively across diverse teams.