Customer Service/Call Center Manager

  • Company: Adecco
  • Location: Charlotte, North Carolina
  • Posted: February 03, 2017
  • Reference ID: 998965754
Adecco Direct Hire is recruiting on behalf of our client in the Charlotte, NC area for the position of Customer Service/Call Center Manager. Qualified candidates for this role will have 2 years of experience in Call Center management, have experience working with and managing strong personalities, and have excellent written and verbal communication skills. Please see below for a list of duties and responsibilities:

Key Responsibilities:

Develop objectives for the call center's day-to-day activities
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
Assume responsibility of budgeting and tracking expenses
Hire, coach and provide training to personnel to maintain high customer service standards
Monitor and improve ordering, telephone handling and other procedures
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Prepare reports for different departments or upper management

Required Skills:

Proven experience as call center manager or similar position
Experience in customer service is required
Knowledge of performance evaluation and customer service metrics
Solid understanding of reporting and budgeting procedures
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Proficient in MS Office and call center equipment/software programs
Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem-solving ability

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