Call Center Manager - In-House

At OnSchedule, we are dedicated to providing exceptional customer service while fostering a supportive and innovative work environment. If you are an experienced Call Center Manager with a keen eye for identifying top remote talent and a passion for driving organizational excellence, we invite you to apply today!

Primary Responsibilities and Duties:

• Training, Coaching, and Leading: Train, coach, mentor and manage call center staff to ensure they excel in customer outreach.
• Customer Interaction: Handle escalated customer inquiries, guide employees through difficult calls or issues, and effectively diffuse angry customers.
• Performance Management: Oversee the call center team to achieve both quantitative and qualitative objectives.
• Product/Service Rollout: Collaborate with cross-functional teams to create rollout plans for new products, services, or technology.
• Training Development: Develop training programs for new products, services, or technology as needed to ensure staff competency.
• Quality Assurance: Conduct weekly quality assurance evaluations, providing coaching and/or corrective action as needed to maintain service excellence.
• Daily Operations: Conduct daily meetings to review the preceding week's performance and take necessary corrective actions.
• Data Analysis: Review Ricochet data to identify trends and areas for improvement.

Requirements

• Proven experience as a Call Center Manager or similar position, preferably in a remote environment.
• Proficiency with necessary technology hardware, including computers, phone systems, etc.
• Proficiency with necessary technology software, including CRMs, dialer systems, Office Suite.
• Experience with managing a team of diverse call center representatives.
• Experience with hiring, training, coaching, and mentoring successful call center representatives.
• Proven track record of driving change and results in a call center environment.
• Excellent communication and interpersonal skills to effectively engage with candidates, hiring managers, and stakeholders.
• Adept at evaluating candidate qualifications and conducting behavioral interviews.
• Demonstrated ability to adapt to changing priorities and business needs.
• Passion for fostering a diverse and inclusive workforce.
• Bachelor’s degree in Business Administration or relevant field preferred.

Benefits

• Medical
• Dental
• Vision
• 401k
• Life Insurance
• PTO
• Weekly Payroll