I'm a recruiter (headhunter). This service is free to you (the candidate). One of the companies that I recruit for is looking to hire a:
Call Center Manager / Director
Hybrid remote in Parma, Ohio
4 days remote, 1 day on-site
Salary, benefits, PTO
Company
• Hybrid remote: 4 days remote, 1 day on-site each week
• Technology viewed as a competitive advantage
• Every person has high visibility and big impact
• Company focused on innovation and growth
• Laid-back culture with open door policy
• Established reputation, major growth
• Job security and sustainable work
• Employee recognition & awards
• Meaningful work and impact
• Extensive training program
• Leader in their industry
• Collaborative team
Role
• Lead and optimize contact center customer service operations
• Ensure that our customer support team:
• delivers exceptional service
• resolves customer issues efficiently
• ensures a positive customer journey
• continuously improves the overall customer experience
• Implement best practices, analyze customer feedback, and develop strategies to enhance satisfaction and loyalty
• Oversee a team of support representatives, providing guidance, training, and performance evaluations
• Set key performance indicators (KPIs) and ensure that the team meets or exceeds these goals
• Handle escalated customer issues, analyze contact center metrics, and ensure compliance
• Identify areas for improvement, implementing innovative technologies or processes
• Design and optimization of contact center suite of technology tools and processes
• Develop training programs, create support documentation, and implement customer feedback mechanisms to drive continuous improvement
• Create a positive and productive work environment that motivates employees to perform at their best while maintaining a high standard of service
Required
• Call Center Management
• Passionate about customer service
• Track record of leading support teams
• Strong leadership and team management
• Proficiency in contact center software and tools
• Technical background is helpful but not required
• Excellent communication and interpersonal skills
• Ability to analyze data to make informed decisions
• Strong problem-solving and conflict resolution skills
• Strong expertise in empathy and emotional intelligence
• Knowledge of customer service principles and practices
• Innovative, persuasive, creative, results oriented, optimistic
• Organized, accountable, attention to detail, ability to prioritize
• Managing multiple support channels: phone, email, chat, SMS
• Patient and active listener who can empathize, counsel, and mediate
• Ability to pass federal and state criminal background checks (FBI/BCI)
Sean Zetts
440-447-0001
Riverside Recruiting
Sr. Recruiter & President
Sean.Zetts@RiversideRecruiting.com
...entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock... .... Reporting to the Senior Director of NBC Sports Decision Sciences, the Senior Analyst will be responsible for driving data-led...
...travel experiences. You'll have exclusive access to top-performing booking platforms that surpass traditional sites like Booking.com, Expedia, and Hotels.com helping you deliver unmatched value and service while building lasting client relationships. Your daily tasks...
...Job Title : Investment Banking Associate - Healthcare Services Location : New York, NY Team : Healthcare Services - Investment Banking About the Role : Our client, an elite boutique investment bank based in New York, is seeking a highly motivated and detail...
...Voca Healthcare is seeking a travel RDN - Registered Dietitian Nutritionist for a travel job in Brooklyn, New York. Job Description & Requirements ~ Specialty: RDN - Registered Dietitian Nutritionist ~ Discipline: Allied Health Professional ~ Start Date: 06/...
...onboarding and training, this full-time role offers a hybrid work schedule , allowing you to work from home 2-3 days per week and in-office 2-3 days per week. Doyle & Seelbach PLLC is seeking a litigation attorney with2-7 years of civil litigation experience,...