Call Center Manager

About Us:
Join a dynamic and collaborative team where your expertise in remote call center management will play a pivotal role in shaping a successful future. At OnSchedule, we are dedicated to providing exceptional customer service while fostering a supportive and innovative work environment. If you are an enthusiastic Call Center Manager with a keen eye for identifying top remote talent and a passion for driving organizational excellence, we invite you to apply today!
Primary Responsibilities and Duties:
Training, Coaching, and Leading:
Train, coach, mentor and manage call center staff to ensure they excel in customer outreach.
Customer Interaction:
Handle escalated customer inquiries, guide employees through difficult calls or issues, and effectively diffuse angry customers.
Issue Resolution:
Manage and resolve complex issues that cannot be resolved by call center representatives.
Performance Management:
Oversee the call center team to achieve both quantitative and qualitative objectives.
Strategic Planning:
Assign call center/field representative relationships for daily outreach strategy, working closely with cross-functional teams.
Product/Service Rollout:
Collaborate with cross-functional teams to create rollout plans for new products, services, or technology.
Training Development:
Develop training programs for new products, services, or technology as needed to ensure staff competency.
Quality Assurance:
Conduct weekly quality assurance evaluations, providing coaching and/or corrective action as needed to maintain service excellence.
Daily Operations:
Conduct daily meetings to review the preceding week's performance and take necessary corrective actions.
Data Analysis:
Review Ricochet data to identify trends and areas for improvement.
Requirements
Proven experience as a Call Center Manager or similar position, preferably in a remote environment.
Proficiency with necessary technology hardware, including computers, phone systems, etc.
Proficiency with necessary technology software, including CRMs, dialer systems, Office Suite.
Experience with managing a team of diverse call center representatives.
Experience with hiring, training, coaching, and mentoring successful call center representatives.
Proven track record of driving change and results in a call center environment.
Excellent communication and interpersonal skills to effectively engage with candidates, hiring managers, and stakeholders.
Adept at evaluating candidate qualifications and conducting behavioral interviews.
Demonstrated ability to adapt to changing priorities and business needs.
Passion for fostering a diverse and inclusive workforce.
Bachelor’s degree in Business Administration or relevant field preferred.
Benefits
Medical
Dental
Vision
401k
Life Insurance
PTO
Weekly Payroll