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SalaryJob Overview:
As a Customer Support Call Center Manager, you will be responsible for overseeing the operations and performance of our customer support team. You will ensure that our customers receive exceptional service and support through various communication channels, including phone calls, emails, and live chat.
Your role will involve managing a team of customer support representatives, implementing efficient processes, and continuously improving service quality to enhance customer satisfaction.
Please be within 45 minute driving distance of our Hillsborough office when applying. This is not a remote or work-from-home position. Candidates who are not currently within that distance will not be considered.
Responsibilities:
1. Team Management:
- Recruit, train, and mentor a team of customer support representatives.
- Set performance goals and objectives for team members and conduct regular performance evaluations.
- Provide coaching and support to enhance team productivity and efficiency.
- Foster a positive work environment that encourages collaboration, creativity, and continuous learning.
2. Operational Oversight:
- Develop and implement efficient workflows and processes to streamline customer support operations.
- Monitor Call Center metrics, such as response time, resolution time, and customer satisfaction, and take necessary actions to meet performance targets.
- Ensure adherence to company policies, procedures, and quality standards.
- Handle escalated customer issues and resolve conflicts in a timely and professional manner.
3. Customer Experience Enhancement:
- Identify areas for improvement in service delivery and implement initiatives to enhance the overall customer experience.
- Gather customer feedback and insights to identify trends, issues, and opportunities for improvement.
- Collaborate with other departments, such as product development and marketing, to address customer concerns and improve product/service offerings.
4. Reporting and Analysis:
- Generate regular reports on key performance metrics and present findings to senior management.
- Analyze data to identify trends, patterns, and areas for improvement, and make data-driven decisions to optimize performance.
- Provide insights and recommendations for enhancing customer support strategies and processes.
Qualifications:
- Bachelor's degree in Business Administration, Management, or a related field (or equivalent work experience).
- Proven experience in customer support management, preferably in a Call Center environment.
- Strong leadership skills with the ability to motivate and inspire team members.
- Excellent communication and interpersonal skills.
- Proficiency in Call Center software and Microsoft Office Suite.
- Analytical mindset with the ability to interpret data and generate actionable insights.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
Preferred Qualifications:
- Certification in Customer Service Management or Call Center Management.
- Experience with CRM software and helpdesk ticketing systems.
- Knowledge of customer support best practices and industry standards.
- Experience in implementing process improvements and driving organizational change.
Join our team and play a key role in delivering exceptional customer experiences!
Job Type: Full-time
Pay: $45,000.00 - $52,000.00 per year
Benefits:
- Employee discount
- Flexible schedule
- Paid time off
Schedule:
- Monday to Friday
- Weekends as needed
Ability to Relocate:
- Hillsborough, NJ 08844: Relocate before starting work (Required)
Work Location: In person
