Call Center Manager

Position Summary

Amerit Fleet Solutions is a leading provider of fleet maintenance and management services across the United States. We are dedicated to providing top-notch service and support to our clients, ensuring their fleets operate efficiently and effectively. Our commitment to excellence and customer satisfaction has made us a trusted partner in the industry.

We are seeking a highly skilled and experienced Call Center Manager to lead and oversee our call center operations. The successful candidate will be responsible for ensuring exceptional customer service, optimizing call center processes, and driving continuous improvement initiatives. This role requires a strategic thinker with strong leadership abilities, excellent communication skills, and a passion for delivering outstanding customer experiences.

Compensation: Competitive Pay - Paid weekly, every Friday! Salary Range: $85,000 - $120,000

What's in it for you? Benefits include medical, dental, vision, paid holidays, unlimited PTO, 401K, flexible spending accounts, life insurance, disability insurance, growth opportunities, progressive company culture, and so much more!

Essential Duties & Responsibilities

• Leadership and Management:

• Provide strategic direction and leadership to the call center team, including supervisors, team leads, and customer service representatives.

• Foster a positive and collaborative work environment, promoting teamwork and employee engagement.

• Develop and implement performance metrics to evaluate the effectiveness of call center operations and individual team members.

• Operational Excellence:

• Oversee day-to-day call center operations, ensuring adherence to established protocols, policies, and procedures.

• Monitor call center performance and identify areas for improvement, implementing corrective actions as needed.

• Manage call volume, staffing levels, and resource allocation to ensure optimal service levels and efficiency.

• Customer Service:

• Ensure high standards of customer service are maintained, addressing escalated customer issues and complaints promptly and effectively.

• Develop and implement strategies to enhance the customer experience, including training programs and quality assurance initiatives.

• Analyze customer feedback and call center data to identify trends and areas for improvement.

• Process Improvement:

• Continuously evaluate and improve call center processes, leveraging technology and best practices to enhance efficiency and effectiveness.

• Collaborate with other departments to streamline workflows and improve cross-functional communication.

• Implement and manage call center technology solutions, including CRM systems, telephony, and reporting tools.

• Reporting and Analysis:

• Prepare and present regular reports on call center performance, including key metrics, trends, and insights.

• Conduct data analysis to identify opportunities for operational improvements and cost savings.

• Provide recommendations to senior management based on data-driven insights.

Key Competencies and Minimum Education

• Bachelor's degree in business administration, management, or a related field

• Minimum of 5 years of experience in call center management, with at least 3 years in a leadership role.

• Proven track record of managing large call center teams and delivering exceptional customer service.

• Strong knowledge of call center operations, including workforce management, performance metrics, and quality assurance.

• Excellent leadership, communication, and interpersonal skills.

• Ability to analyze data, identify trends, and implement improvement initiatives.

• Proficiency in call center technology and CRM systems.

• Strong problem-solving and decision-making abilities.

• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.