Senior Call Center Manager

Fair - Phoenix, AZ (30+ days ago)


Please apply here == > https://boards.greenhouse.io/fair/jobs/4003444002

Who You Are:

The Manager of Concierge Services is responsible for the day-to-day call center operations and manages a team of Customer Service Representatives that handle customer service inquiries via phone, email and text.

What You’ll Do:

  • Manage a team of Concierge Representatives and resolve escalated issues.
  • Provide employees with timely and constructive performance feedback.
  • Leads continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
  • Ensures the volume of work produced meets company standards and ensures customer satisfaction.
  • Identifies trends and initiates changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.
  • Work collaboratively in a team environment across all departments.

What You’ll Need:

  • Must have at least 3 years' experience as a supervisor or manager in a call center environment.
  • Excellent written and verbal communication skills.
  • Proficient with common business software such as Microsoft Office suite.
  • Highly organized with acute attention to detail and accuracy.
  • Resourceful, quick learner.

Job Type: Full-time

Salary: $60,000.00 to $90,000.00 /year

Experience:

  • call-center management: 3 years

Education:

  • Bachelor's

Location:

  • Phoenix, AZ