Job Details
This position is Remote, but the candidate needs to live locally in New Hampshire or Maine
Responsibilities
- Work with manager to implement objectives, analyze call center metrics, ensure that the company and staff meet goals and provide reliable, efficient support for customers
- Develop, coach, support and evaluate the team:
- Provide feedback and coaching timely
- Evaluate and coach back customer service skills to assure consistent quality
- Foster/mentor a consistent positive, cooperative, courteous, and professional attitude
- Manage attendance
- Administer disciplinary action as necessary
- Recognize and reward excellent team performance
- 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
- Taking on other tasks or projects to support employees, other managers, and call center operations.
- Develop standards, processes, procedures and documentation to support quality and service goals involving triage and assignment of incoming calls to closing a call with a satisfied customer
- 40 plus hours and more in the heating season, potential weekend coverage during that time as well
- Availability between 8am-5pm
Qualifications
- Bachelor s and/or 5 years experience in call center management required
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
- Proficiency with necessary technology, including computers, software applications, phone systems, etc.
- Polite, professional phone voice
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
- Knowledge of management principles and familiarity with company products, services, and policies