Call Center Representative
Katzen Eye Group
Call Center Manager
DSI
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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
- Maintain and improve call center operations by preparing and completing action plans; system audits and analyses; managing systems, process improvement, and quality assurance programs
- Desire to become a subject matter expert on your client's business
- Manage and support onsite staff as well as remote employees as needed
- Other duties and responsibilities as assigned
Requirements
- Minimum 5 years of proven experience as 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, CRM’s, IVR’s, 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 demonstrated positive attitude and patience
- Pertinent and related call center certifications a plus
- International travel required
- Bilingual Spanish is preferred but not required
- Proficient in Microsoft Office, Word, and Excel
Benefits
- Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
- 401k Plan with employer matching
- Paid vacation, personal/sick days, and bereavement time
- Employee Profit Sharing Program
- 50% AT&T wireless discount
- Paid training
- Advancement opportunities, we prefer to promote from within!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
call center managementcall center staff schedulingperformance evaluationcustomer service metricsfinancial analysisdata analysisquality assurance programsprocess improvementreporting proceduresbudgeting procedures
Soft skills
interpersonal skillsoral communicationwritten communicationorganizational skillsleadership skillsproblem-solving abilitiescollaborationpositive attitudepatienceinsight development
Certifications
call center certifications
