Call Center Manager

Contact Center Manager, Houston, TX

About GoodCharlie Energy

GoodCharlie is a purpose-driven energy brand that is committed to providing industry leading customer experience. We are committed to providing customers’ access to low-cost energy while using our energy to advance the well-being of dogs in Texas.

Primary Focus:

The GoodCharlie Team is currently seeking a Contact Center Manager. In this role, the Contact Center Manager will be responsible for managing an existing nearshore contact center and the design and development of a new internal contact center located in Houston, Texas. The role will include the hiring, training, and management of a team of Customer Care Representatives, ensuring the delivery of high-quality service for telephone, chat, and email communications. Additionally, the Contact Center Manager will establish and uphold the highest level of customer service quality and conduct thorough analyses of all customer interactions. They will work closely with the GoodCharlie leadership team and provide continuous updates, feedback, and improvement recommendations.

Accountabilities

Core accountabilities include:

• Closely manage performance and productivity of nearshore contact center.
• Hire, train, and develop a team of Customer Care Representatives.
• Monitor the progress and development of Customer Care Representatives and create coaching plans to reach required performance levels utilizing the necessary coaching and steps of discipline as needed.
• Responsible for side-by-side training with Customer Care Representatives to coach them in real-time on opportunities of importance in active listening, soft skills, job knowledge.
• Record team statistics and prepare reports to monitor performance.
• Analyze both individual and team performance daily to manage overall service levels.
• Monitor individual, team, and Call Center results to identify and act on both positive and negative performance trends to ensure the attainment of revenue renewal goals and performance targets.
• Answer questions and recommend corrective services to address customer issues.
• Maintain up-to-date employee records.
• Develop and deliver performance evaluations.
• Provide communication and follow-up to ensure representatives are fully informed of all new information related to procedures, customer needs, and company-related issues, changes, or actions.
• Study and standardize procedures to improve the efficiency of the team.
• Maintain harmony amongst team and resolve grievances.
• Ensure that all policies and procedures are adhered to, and standards are met.
• Handle and resolve customer issues when Supervisory representation is required or requested.
• Assist with the identification of training gaps and needs of team members.

Skills and Qualifications:

The ideal candidate will possess experience and expertise related to customer service, demonstrating a proven track record of effectively serving diverse customer needs and exceeding expectations. They will showcase exceptional communication skills, both verbal and written, along with a deep understanding of customer relationship management principles. Additionally, they will exhibit a passion for fostering positive customer experiences and a commitment to continuously enhancing service delivery standards.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Experience:

• Microsoft Office: 3 years (Preferred)
• Sales: 1 year (Preferred)

Ability to Commute:

• Houston, TX 77056 (Preferred)

Work Location: In person