Pay Rate: $82,316.52 - $98,775.56 Annually (DOE)
Corporate Office: 3090 Independence Drive, Suite 200, Livermore, CA 94551
This leadership position requires a five-day, in-office schedule.
Restoration Management Company expects each, and every employee to embrace and apply in their daily activities the following company CORE VALUES: Team Spirit, Integrity, Quality, Humility and Safety. These, in addition to the requirements listed below, are essential to the success of your career with Restoration Management Company.
Job Summary
The Call Center Manager is responsible for overseeing a team of call center administrators, ensuring excellence in customer service, with maximum efficiency. This position is responsible for the delivery of quality service at the highest level; supports the organization in driving excellent customer service through development and implementation of the best in practice call center methods and procedures.
Key Responsibilities
Core responsibilities for the position are as follows:
- Manages and oversees daily operations and direct activities of call center personnel.
- Ensures delivery of an excellent customer service experience, accuracy in collection and input of customer detail, as well as efficient turnaround to key stakeholders.
- Allocates worktime/schedules to call center personnel according to demand and workload to ensure effective coverage.
- Manages and improves call center performance through regular monitoring, problem solving, auditing systems and quality assurance measures.
- Regularly audits system performance, collaborating with IT services to ensure maximum performance of systems, resources, and applications.
- Assesses issues, and identifies bottlenecks and opportunities for improvements, and implements solutions based on trends.
- Leads the department in establishing high standard for productivity, quality, and customer service satisfaction; captures and measures data accordingly.
- Summarizes, collects, analyzes, and prepares call center trends and data for management performance reports.
- Builds and maintains relationships with the organizations branches, department heads, and other personnel in support of Call Center departments delivery of services.
- Ensures call center staff is properly trained and equipped with the necessary tools to do their jobs effectively and efficiently.
- Coaches call center staff through challenging customer service issues to a successful resolution.
- Evaluates staff effectiveness and performance annually, focused on engagement, motivates staff to through set goals, and provides necessary resources and guidance for improved work performance and ongoing development.
- Manages resources and talent to meet department objectives: Talent management from recruiting, hiring, performance assessment, manage improvement and implements disciplinary actions - up to terminations, when necessary.
Experience/Requirements
The position of Call Center Manager requires the following:
- Bachelor’s degree in Business Administration, Communications, or a related field; or equivalent years of experience.
- Experience in similar role with at least five years of working in a supervisory/managerial role.
- Knowledgeable in working within a construction, restoration environment, preferred.
- Customer service “Excellence” minded with proven experience in training in customer relations.
- Thorough understanding of management principles; familiarity with company services, and industry knowledge a plus.
- Ability to build and deliver specialized training in management and team-building.
- Proven record of success in team-building and management of multiple shifts.
- Proficient in technology relative to call center operations, including computers, software applications, and phone systems.
- Leadership skills with proven track record in motivating, coaching, mentoring, and developing staff.
- Lead in development of department metrics and reports.
- Decisiveness with attention to detail.
- Exceptional interpersonal skills.
- Maintains composure in stressful situations
- Excellent organization abilities.
- Possesses strong communication skills, both written and verbal.
Safety Requirements
- Regulatory Requirements: Adhere to all local, state, and federal safety regulations, including OSHA and EPA standards.
- Personal Protective Equipment (PPE): Required PPE may include gloves, masks, goggles, hard hats, and safety footwear. All employees must wear PPE as required for their specific roles and job site conditions.
- Ergonomic Practices: Practice ergonomic principles to prevent musculoskeletal disorders. This includes proper desk setup, using adjustable chairs, and maintaining good posture while seated.
- Office Safety Protocols: Adhere to established office safety protocols to maintain a secure work environment. This includes the following guidelines for the proper use of office equipment and ensuring that workspaces are free from clutter to prevent trips and falls.
- Safety Training: Complete all mandatory safety training sessions, including but not limited to hazard communication, emergency response, and safe equipment handling.
- Reporting Safety Concerns: Ability to identify and immediately report any unsafe conditions, hazards, incidents or injuries to supervisors without fear of retaliation.
- Emergency Procedures: Familiarize yourself with emergency procedures relevant to your specific job site, including evacuation routes, and emergency contacts.
Physical Requirements
General Physical Abilities:
- Lifting and Carrying: Ability to lift and carry materials or equipment weighing up to 25 lbs. regularly and up to 50 lbs. with assistance.
- Physical Activities: Ability to perform tasks that require, walking, bending, reaching, crouching, kneeling, climb, squat, crawl, lift above shoulder, reach, and twist.
- Sitting and Standing: Prolonged sitting or standing required (in office, driving and/or at job sites). Regular alternating between sitting and standing
- Repetitive Motions: Continuous repetitive motion and tasks involving L/R hand movement (computer/mouse), wrists, or arms (e.g., typing, data entry).
- Machinery Operation: Capacity to operate machinery and tools as required by job tasks, which may involve fine motor skills and hand-eye coordination.
- Visual Ability: requirement for clear vision (e.g., close work, computer use, eye coordination)
Working Conditions
Office Environment:
- Indoor office setting for corporate roles, including working with standard office equipment (computers, phones, printers). May involve regular meetings, (in person or zoom) and collaboration with team members.
Field Environment:
- Outdoor fieldwork at restoration sites, which may include residential, commercial, or industrial properties. Duties may involve exposure to different weather conditions (sun, rain, snow, heat).
Hazardous Environments:
- Potential exposure to hazardous materials, chemicals, or contaminants specific to restoration work, requiring strict adherence to safety protocols and use of PPE.
- Work after hours and weekends given our 24/7 business operations
Travel Requirements:
- May include travel to and from job sites, requiring the use of company vehicles. Possibility of attending out-of-town training or conferences
