Call Center Manager - Nights

Description:
Arhaus is looking for a skilled Night Call Center Manager who can lead our representatives to better performance and improve service quality. The Floor Manager will assist in establishing Call Center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze Call Center data, and focus on improving performance and processes in an effort to better support customers.
Essential Duties & Responsibilities:
The Floor Manager will focus on improving the team of Client Care Representatives and Call Center practices. This individual should be observant and detail-oriented and understand the business, the products and services, and the issues representatives face on the floor.
Schedule:

• M-F 1:30 PM - 10:00 PM
• Rotating Saturdays 9:00 AM - 5:30 PM

Key fundamental skill sets for this role will be:
Solution Oriented

• Answers representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
• Works with other management team members and the Training Manager to develop Call Center objectives, keeping profitability and efficiency in mind
• Prepares work schedules to ensure sufficient coverage.
• Tracks and measures productivity and compares to benchmarks.
• Collects data and statistics at regular intervals (weekly, monthly, annually) and analyzes them to improve performances.

Empower Others

• Leads team meetings and coach/motivate team members
• Engages all employees to ensure the work produced meets product/service standards and exceeds customer expectations
• Encourage staff to meet and exceed service goals
• Coaches and leads Client Care Representatives as they provide support for customers.

Effective Communication

• Maintains close contact with employees to ensure Client Care Representatives meet customers' goals, resolve customer issues promptly, accurately, and professionally, and provide the highest level of customer satisfaction possible.
• Creates a task list for the Call Center's daily activities and ensures they are achieved.
• Ensures that all employees adhere to the company policies and regulations.
• Prepares performance reports and reports any issues management.

Requirements:

• High school diploma or equivalent.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict-resolution skills.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Strong coaching and leadership skills, ability to motivate employees.
• Decisiveness and attention to detail.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Polite, professional phone voice.

Arhaus is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Arhaus is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Arhaus are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Arhaus will not tolerate discrimination or harassment based on any of these characteristics. Arhaus encourages applicants of all ages.