Call Center Manager

Company Description:
We are a leading company that owns and operates 20 self-storage facilities across the United States. We pride ourselves on delivering exceptional customer service and maintaining strong relationships with both existing and new customers. To ensure seamless communication, we have established a dedicated call center that handles all inbound calls from our valued customers.

Position Overview:
We are seeking a highly skilled and motivated Call Center Manager to join our team. This individual will be responsible for overseeing our call center operations, managing a team of approximately five agents working various shifts. The Call Center Manager will play a crucial role in maintaining a high level of customer satisfaction and efficiently handling customer service issues.

Responsibilities:

– Supervise and lead a team of call center agents, providing guidance, support, and training as needed.
– Develop and maintain in-depth knowledge of our business operations, including policies, procedures, and best practices for handling customer inquiries.
– Create and update process documentation, ensuring that all agents have access to accurate and up-to-date information on how to handle various customer situations.
– Participate in the recruitment and selection process of new call center agents, conducting interviews and assisting in the onboarding and training process.
– Efficiently manage resources by ensuring that the number of agents working aligns with expected call volumes, making adjustments as necessary.
– Conduct regular quality control assessments by monitoring and evaluating customer calls, providing constructive feedback and coaching to agents for continuous improvement.
– Handle customer service escalations personally, addressing and resolving complex or sensitive issues to ensure customer satisfaction and retention.

Qualifications:

– Exceptional spoken and written English is a must.
– 3+ years experience managing a team.
– Proven experience in call center management or a similar role, preferably in a customer-focused industry.
– Strong leadership skills with the ability to motivate and inspire a team.
– Excellent communication and interpersonal skills to effectively interact with customers, agents, and other stakeholders.
– Detail-oriented with the ability to analyze data, identify trends, and make informed decisions.
– Proficient in using call center software and tools to monitor performance metrics and track progress.
– Problem-solving mindset with the ability to think critically and find solutions in a fast-paced environment.

If you are a dedicated professional seeking a challenging opportunity to lead our call center team and drive exceptional customer service, we would love to hear from you. Join our dynamic organization and contribute to our continued success!

To apply, please submit your resume and cover letter outlining your relevant experience. In addition, please send a 1-minute recording of yourself outlining some of your relevant work experience. Use this link to make and send the recording: Click to view/