Call Center Manager Full Time

Smart Choice Communications (SCC) is actively searching for a Call Center Manager to work out of its Springfield location in Missouri. SCC provides the best of both worlds: the excitement of a fast-paced work environment coupled with solid US corporate-backed resources. The Call Center Manager will assist in leading call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call centre data, and focus on improving performance and processes in an effort to better support customers. The successful candidate should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

To be a successful Call Center Manager, you should be focused on improving your team of representatives and call center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.

Responsibilities:

• Hiring, training, coaching, and leading call center representatives as they provide support for customers.
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
• Assisting other management team members in identifying trends and establishing call center goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Authorizing replacements or refunds.
• Taking on other tasks or projects to support employees, other managers, and call center operations.

Qualifications:

• A bachelor’s degree in Business Administration, Information Security, or a related field
• At least five years of proven experience as a call center manager or a 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

Skills:

A team leader, team builder, and team player with a track record in executing a timely, accurate,

and complete monthly closing process

Can grasp new concepts and technologies quickly

A resourceful problem solver that is self-motivated, adaptable, and eager to learn

Ability to thrive in a fast-paced entrepreneurial environment and be comfortable with

multitasking while successfully balancing priorities to deliver on deadlines

Affable and collaborative, able to work cross-divisionally with various departments but also

independent enough to work with minimal guidance

Excellent attention to detail, has strong organization and analytical skills, as well as a sturdy sense

of ownership of responsibilities

A can do, upbeat attitude that’s focused on customer service

Strong verbal, written, and interpersonal communication skills

Well spoken, poised, mature, and has a polished demeanor with unflappable integrity

Experience working in telecommunications is a big plus

What We Offer

• Competitive Salary
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Flexible Spending Accounts
• Commuter Benefits
• Gym Membership Reimbursement
• 401k Plan & Matching
• Paid Time Off
• Exciting Company Events
• Annual Company Trips
• A great team and work atmosphere

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