Call Center Manager/Customer Care

Call Center Manager/Director - Help Desk

Call Center Manager/Director to oversee the Help Desk operations within our organization. Will be responsible for managing the day-to-day activities of the Help Desk team, ensuring high-quality support services, and driving continuous improvement initiatives. Will play a crucial role in optimizing efficiency, enhancing customer satisfaction, and maintaining a positive and collaborative working environment.

Responsibilities:

1. Team Leadership:

· Lead and motivate the Help Desk team to achieve performance goals and deliver exceptional customer service.

· Provide coaching, mentorship, and professional development opportunities to team members.

· Foster a positive and inclusive work culture that encourages teamwork and collaboration.

· Conduct regular performance evaluations and provide constructive feedback to team members

2. Operational Management:

· Develop and implement efficient Help Desk processes and procedures to optimize service delivery.

· Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and take corrective actions as needed.

· Customize and configure Zendesk workflows to align with organizational needs

· Ensure the effective use of ticketing tools to track, prioritize, and resolve issues.

· Analyze Call Center processes to identify areas for improvement

3. Customer Service Excellence:

· Maintain a customer-centric approach, ensuring prompt and effective resolution of customer issues and inquiries.

· Implement and uphold quality assurance measures to guarantee high standards of service.

· Gather customer feedback and use it to enhance Help Desk processes and services.

4. Technology and Tools:

· Stay abreast of emerging technologies and industry best practices to enhance Help Desk capabilities.

· Evaluate and implement new tools, software, and systems to improve efficiency and customer satisfaction.

5. Resource Management:

· Manage staffing levels, including recruitment, training, and scheduling, to meet operational requirements.

· Optimize resource utilization and allocate personnel effectively based on workload and expertise.

6. Communication and Reporting:

· Establish clear communication channels within the Help Desk team and with other departments.

· Provide regular reports on Help Desk performance, trends, and areas for improvement to senior management.

7. Continuous Improvement:

· Lead continuous improvement initiatives to enhance the overall effectiveness of the Help Desk.

· Collaborate with other departments to identify opportunities for cross-functional improvements.

· Design and deliver training programs for the help desk team, ticketing processes and customer service skills.

Qualifications:

· Proven experience in a leadership role within a Call Center or help desk environment.

· Strong knowledge of help desk operations and customer service principles

· Excellent interpersonal, communication, and leadership skills.

· Analytical mindset with the ability to use data-driven insights for decision-making.

· Familiarity with customer support software, ticketing systems, (Zendesk preferred) and other relevant tools.

· Ability to thrive in a fast-paced and dynamic work environment.

· Ability to lead and inspire

Job Type: Full-time

Pay: $110,000.00 - $135,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Compensation package:

• Bonus opportunities
• Yearly pay

Experience level:

• 5 years

Schedule:

• 8 hour shift

People with a criminal record are encouraged to apply

Work Location: In person