Call Center Manager (Closed)

Job Information:

Description:

Lucas Group has partnered with a growing reverse logistics company in Houston who is looking to bring on an experienced Call Center Manager to oversee their Houston office. This is a great opportunity for someone who looking to expand their leadership skills and continue to grow their career as the company continues to expand.

This Call Center Manager will have the opportunity to:

• Coordinate and manages daily work flow in customer call center
• Communicate with client and internal management teams to resolve daily issues relating to the operations repair lines
• Manage and ensure resolution of customer, client and internal escalations
• Verify accuracy of information received and sent by personnel
• Manage staff conducting troubleshooting laptops to help duplicate systems

Experience Requirements:

• Bachelor’s degree in Business or Manufacturing Management, or other related field
• Minimum 2 years in a customer service supervisor or managerial role
• Must have excellent communication & team building skills
• Experience communicating using various methods with all levels of management and customers
• Experience utilizing MS Office (Advanced Excel, Work, Outlook, PowerPoint)
• Experience working with a Warehouse Management System (WMS), File Maker pro preferred
• Knowledge of call center process and call center work flow

Responsibilities:

• Responsible for daily management of personnel, including; counseling, performance, attendance, etc.
• Attends management meetings to provide daily updates on call center metrics
• Responsible for training and development for call center personnel
• Performs interviews and participates in the decision process of new hires
• Completes adhoc reporting as necessary
• Develops and implements process improvements for call center
• Provides daily communication of work flow and escalations to internal management teams
• Conducts conference calls with Customer’s management team
• Assists with other projects as directed by the production manager