Call Center Manager

First and foremost, Progistics Distribution values our people, encourages their development and reward their performance. Our mission is to develop relationships that make a positive difference in our customers’ and employees’ lives. Our vision is to uphold the highest standards of integrity in all of our actions. We work together, across all boundaries, to meet the needs of our customers in a timely manner.

Rapidly growing inbound/outbound call center is searching for a Customer Service Manager with strong Analytical, Training, Mentoring and Soft skills .

Responsibilities:

o Manage a team of Customer Service Representatives to provide process guidance and resolve escalated issues.

o Provide employees with timely and constructive performance feedback.

o Ability to identify performance inequities, training needs and develop and deliver documented plans to achieve and exceed goals

o Conduct and perform quality monitoring, calibration sessions and coaching feedback to each individual team- member

o Lead continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.

o Ensure the volume of work produced meets company standards and ensure customer satisfaction.

o Identify trends and initiate changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.

o Work collaboratively in a team environment across all departments.

o Assist with gathering and communicating client expectations in a completely documented form from intake to final wrap-up.

o Collect, analyze and present all appropriate program data to improve performance on all programs.

o Effectively manage incidents with the goal of fast resolution using systematic incident management principles

o Manage Incidents with a high emphasis on communication with tact (both written and verbal)

o Mentor peers in your areas of technical and operational strength

o Liaison and manage our non-US based partner who handles some of our call center tasks

Other Duties as assigned

Qualifications:

o Possesses strong project management skills.

o Able to balance competing priorities, complex situations and tight deadlines while maintaining sharp attention to detail.

o Excellent listening, training and presenting abilities

o Strong Training and Soft Skills

o 3-5 years relevant experience in a call center environment, 2-3 years in Management

o Can work independently and to prioritize and handle multiple tasks and projects concurrently.

o Effective oral and written communication skills.

o Must have Microsoft Office Experience: Word, Excel, PowerPoint

Knowledge and Skills

o Excellent written and verbal communication skills.

o Ability to deal with problems and find solutions.

o Comfortable presenting information to all levels of the organization

o Must be highly motivated and capable of working independently.

o Must have excellent multi-tasking skills

COME GROW WITH US!

Progistics is committed to providing equal employment opportunity for all persons regardless of race, color, religion, sex, age, marital status, national origin, citizenship status, disability or veteran status.

Pay: $62,750.00 - $72,500.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Paid training
• Vision insurance

Work Location: In person