Full-Time Call Center Manager
Job Description
Premier Talent Partners is seeking a Call Center Manager to join our client’s finance company in Miami, FL. This individual will provide training and support to the scheduling staff, and have the overall responsibility for efficiently managing day-to-day operations ensuring staff meet goals , while providing support for all inbound calls. An ideal candidate will have previously worked in a call center in a management position, and possesses excellent communication, leadership, and organizational skills. This role is remote and requires 15% of travel between our client’s Miami, FL and Irvine, CA offices.
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PLEASE NOTE: During the application process, you will be required to create a profile in Premier’s talent platform. Once your profile has been reviewed, you will be matched with specific jobs.
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Responsibilities:
- Manage scheduling of staff to support a 7 day week, rotating shifts to support peak hours which include evenings and weekends
- Maintain daily and monthly call reports with information on total number of calls, missed calls and queue overflow and KPIs
- Support upper management with call center involvement of procedures, projects, and weekly discussion progress
- Provide biweekly training, mentoring, and coaching for the Customer Service team to support needs for growth and ongoing education
- Responsible for performance management and ensuring the quality assurance of staff improve efficiency and user satisfaction
- Develop and update current training manuals and documentation for Customer Service Department review and reference
- Provide ongoing training to all CSR’s, PC’s and inside sales reps and account managers who interact with customers on calls
- Supply Notice to Proceed (NTP) and recorded projects to template created, to send to all customers to confirm the recorded assessment amount, products financed, term, payment schedule and payment amount
Qualifications:
- 5-10 years of proven experience as call center manager or similar position
- Experience in customer service is required
- High school diploma or equivalent (an advanced degree in a relevant discipline will be appreciated)
- 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
- Positive and patient
- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
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Premier Talent Partners is a recruitment firm specializing in the areas of contract/temp, temp-perm, permanent, and payrolling needs across all industries, supporting equitable hiring nationwide.
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Pursuant to the SF Fair Chance Ordinance, we will consider employment for qualified applicants with arrests and conviction records.
How to Apply
To be considered for this position, please register here in our talent platform. From there, you will be able to synch up with your Candidate Success Manager who will help you optimize your profile and assist you through the job search process.
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