Call Center Manager

Company:	R.A.S. Delivery Services Company Profile \| Current Opportunities (1)
Job Location(s):	Elkhart
Employment Term:	Regular
Employment Type	Full Time
Start Date:	Immediate
Starting Salary Range:	Not Provided
Salary/Benefit Notes:	Base salary plus generous incentive program. Full benefits package including paid time off (after 90 days of employment), medical, dental, vision, life and 401(k) program. Performance review and potential wage increase after 90 days of employment and annually thereafter.
Required Education:	High School or Equivalent
Required Experience:	3 to 20+ years
Related Categories:	Management and Supervision, Customer Service - Call Center, Transportation

Position Description

R.A.S. Delivery Services, Inc. is a well established and growing delivery and installation company headquartered in Muskego, WI with locations in Wisconsin, Indiana, Michigan, Pennsylvania, Tennessee, Alabama, and Georgia. We are contracted to deliver and install appliances for General Electric, including those purchased by consumers at Home Depot. Our team of highly skilled and dedicated professionals has made RAS a leader in our field and we’re proud of our dedication to providing outstanding service to our customers.

PRIMARY OBJECTIVE OF POSITION

The Call Center Manager's primary responsibilities include motivating a team of between 8 and 12 call center representatives to achieve high performance, overseeing the delivery of all training programs, monitoring calls for quality assurance, recruiting and hiring new personnel, and handling escalated concerns that fall outside the scope of the call center agents.

MAJOR AREAS OF RESPONSIBILITY

Monitors service levels and communicates issues to agents and appropriate peers.
Assists in the development and implementation of proactive solutions to service level challenges while maintaining a balance between business and customer needs.
Monitor live telephone conversations between agents and customers to ensure compliance with policies and procedures.
Motivates and encourages call center agents to meet and exceed performance goals.
Monitors work flow and approves schedule changes.
Provides feedback to call center agents regarding individual and team performance.
Responsible for ongoing coaching and training of call center agents.
Efficiently and effectively handles customer service inquiries, problems and requests.
Takes the appropriate action to address customer issues and resolve customer complaints.
Seeks ways to improve customer service and productivity.
Handles customer calls during peak call periods.
Problem-solve and properly execute company policies while creating a positive customer experience.
Complete call center support functions which include daily operations processes and reporting/logs as well as required clerical processes and interfacing with other departments.
Performs related responsibilities as required.
Support and maintain corporate quality standards, policies, practices and work instructions.
All other duties as assigned.

QUALIFICATIONS, EXPERIENCE, EDUCATION, KNOWLEDGE, AND SKILLS REQUIRED

Associated degree or equivalent work experience; Bachelors degree preferred.
Minimum of at least 3 years customer service experience in an inbound call center environment which includes experience in a supervisory or management role.
Hands on familiarity with current call center technologies and experience utilizing call center data to analyze and improve operations.
High empathic and persuasive skills; ability to understand customer’s needs and identify solutions.
Excellent leadership and interpersonal skills.
Strong general computer skills including MS Office Suite; proficiency in word processing, spreadsheets and Internet communications required.
Strong written and verbal communication skills.
Bilingual Spanish is desirable.
Appropriate business acumen including professional appearance and demeanor.