Customer Service Agent
Dabble
Job Level
Mid-LevelSenior
About the role
- Work directly with the International Call Center Director to build and oversee the daily operations of the Dallas-based retail sales channel support center
- Supervise daily operations and personnel to deliver confident, cordial, friendly, professional customer service with maximum efficiency and cost-effectiveness
- Ensure technology is utilized to maximize staff productivity and effectiveness
- Manage agent scheduling, activities, objectives, and resource planning across daily, weekly, monthly, and yearly horizons
- Oversee and execute quality assurance programs and assessments
- Collect, analyze, and report on call center statistics and trends (call waiting and handle times, resolution rates, accuracy, costs)
- Monitor and improve support request handling and warm/cold transfer processes
- Prepare and manage budgets, track expenses, and meet financial objectives; recommend annual budget and initiate corrective actions
- Maintain and improve operations through action plans, system audits, process improvements, and equipment upgrades
- Install and maintain equipment; develop preventive maintenance programs; call for repairs
- Manage and support onsite staff and remote employees; provide training and performance oversight
- International travel 1-2 weeks per quarter; on call one weekend per month; full-time schedule Monday–Friday 9am–5pm; report to Richardson, Texas office
Requirements
- Manage the daily, weekly, monthly, and yearly agent scheduling, activities, objectives, and effective resource planning to maximize productivity
- Oversee, implement, and execute quality assurance (QA) programs and assessments
- Collect, analyze, and evaluate call center statistics (call waiting and handle times, resolution rates, accuracy, costs, and other service contact metrics); prepare performance reports by summarizing data and trends
- Monitor and improve support request handling and warm and cold transfer processes
- Meet call center financial objectives by working within available budgets, tracking expenses, estimating requirements; preparing an annual budget recommendation, scheduling expenditures; initiating corrective actions
- Maintain and improve call center operations by preparing and completing action plans; system audits and analyses; manage systems, process improvement, and quality assurance programs; evaluating and installing upgrades
- Effective at installing and maintaining equipment; developing preventive maintenance programs; calling for repairs
- Desire to become a subject matter expert on your client's business
- Manage and support onsite staff as well as remote employees as needed
- Minimum 5 years of proven experience as a call center manager or similar position
- Demonstrated competence in call center staff scheduling intricacies
- Proficient in call center equipment and software programs (call handling/routing software, CRMs, IVRs, etc.)
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures, including experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.)
- Outstanding interpersonal, oral, and written communication skills
- Ability to translate information and feedback, develop insights, and work collaboratively alongside internal sales and support colleagues, as well as retail sales partner clients
- Excellent organizational and leadership skills and problem-solving abilities, along with a demonstrated positive attitude and patience
- Pertinent and related call center certifications are a plus
- International travel required
- Proficient in Microsoft Office, Word, and Excel
