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Call Center Manager

Company: Confidential Company
Location: New York
Posted on: November 11, 2019

Job Description:

The Position:
We are looking for a skilled Call Center Manager who can lead our representatives to better performance and improve service quality. The call Center Manager will provide representatives with opportunities to expand their knowledge of products, services and analyze call center data. They will help ensure that our call center representatives are customer-oriented service professionals serving as liaisons between our clients and their customers to provide a seamless ticketing experience through our cloud-based ticketing software. Our team consists of hardworking individuals active in/knowledgeable of the performing arts and entertainment industry with a passion for arts and culture. Each member of the team contributes to our warm and welcoming work environment, balances personal responsibilities with a flexible, hourly work schedule, maintains a positive and collaborative mindset, and works energetically to achieve department and company-wide goals.
Position Responsibilities:

  • Hire, train and onboard new Call Center Agents as required
  • 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.
  • Manages inbound calls and customer service inquiries
  • Provides answers for representative's questions, guide them through difficult calls and issues, handling issues that cannot be fielded by representatives
  • Provides product/services information by utilizing multiple resources
  • Builds trust with clients and customers through honest and caring customer support
  • Troubleshoots and investigates potential or emerging issues
  • Organizing and leading team meetings to educate and coach representatives regarding processes, practices and expectations
  • Adheres to department and company-wide policies
  • Maintains composure and professionalism with customers, clients, and colleagues
    • Proven track record of excellence in customer service
    • Excellent written and oral communication skills
    • The ability to remain calm under pressure and multitask
    • Strong phone contact handling skills and active listening
    • Familiarity with company products, policies and services
    • Familiarity with CRM systems and ticketing software. Experience with Ring Central, InContact and JIRA is a bonus
    • Comfortability and adaptability with various computer tools and programs
    • Ability to prioritize and manage time effectively
    • Proficient in research and documentation
    • Experience in analyzing complex material
    • Willingness to work evenings, weekends, and/or some holidays
    • Strong leadership and coaching skills, the ability to motivate employees
      Ideal Candidates should be personable, empathetic, adaptable and focused problem-solvers with an acute attention to detail, a desire to learn, and an eagerness to take initiative and exceed expectations.

Keywords: Confidential Company, New York , Call Center Manager, Executive , New York, New York

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