Call Center Manager

We are seeking a highly organized and experienced Call Center Manager for a National Security Client to oversee the daily operations of our national home security company's Call Center. The Call Center Manager will be responsible for managing a team of customer service representatives, ensuring that our customers receive excellent service and support, and that our Call Center operates efficiently.

Key Responsibilities:

• Oversee the daily operations of the Call Center, including managing a team of customer service representatives and ensuring that all KPIs are met.
• Develop and implement processes and procedures to improve Call Center operations, including training and development programs for Call Center staff.
• Monitor and analyze Call Center performance data to identify areas for improvement and implement strategies to increase efficiency and productivity.
• Ensure that customer inquiries and complaints are handled in a timely and professional manner, and that customer satisfaction levels are consistently high.
• Collaborate with other departments, such as sales and technical support, to ensure a seamless customer experience across all touchpoints.
• Manage staffing levels and schedules to ensure adequate coverage during peak call times.
• Develop and maintain strong relationships with vendors and suppliers to ensure the smooth operation of the Call Center.
• Manage Call Center budgets and expenses, and provide regular reports to senior management on Call Center performance and metrics.

Requirements:

• Bachelor's degree in business management, marketing, or a related field.
• At least 5 years of experience in Call Center management, with a proven track record of success.
• Strong leadership and management skills, with the ability to motivate and inspire a team.
• Excellent communication skills, both verbal and written.
• Demonstrated experience in developing and implementing Call Center processes and procedures.
• Strong analytical skills, with the ability to analyze Call Center performance data and make data-driven decisions.
• Excellent organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Experience with Call Center technologies, such as CRM systems, call routing software, and IVR systems.
• Knowledge of home security systems and the home security industry is a plus.

If you are a strategic thinker with a passion for customer service and a proven track record in Call Center management, we encourage you to apply for this exciting opportunity to lead our Call Center team at a national home security company.

Nesco Resource and affiliates (Lehigh G.I.T Inc, and Callos Resource, LLC) is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.