I'm a recruiter (headhunter). This service is free to you (the candidate). One of the companies that I recruit for is looking to hire a:
Call Center Manager / Director
Hybrid remote in Parma, Ohio
4 days remote, 1 day on-site
Salary, benefits, PTO
Company
• Hybrid remote: 4 days remote, 1 day on-site each week
• Technology viewed as a competitive advantage
• Every person has high visibility and big impact
• Company focused on innovation and growth
• Laid-back culture with open door policy
• Established reputation, major growth
• Job security and sustainable work
• Employee recognition & awards
• Meaningful work and impact
• Extensive training program
• Leader in their industry
• Collaborative team
Role
• Lead and optimize contact center customer service operations
• Ensure that our customer support team:
• delivers exceptional service
• resolves customer issues efficiently
• ensures a positive customer journey
• continuously improves the overall customer experience
• Implement best practices, analyze customer feedback, and develop strategies to enhance satisfaction and loyalty
• Oversee a team of support representatives, providing guidance, training, and performance evaluations
• Set key performance indicators (KPIs) and ensure that the team meets or exceeds these goals
• Handle escalated customer issues, analyze contact center metrics, and ensure compliance
• Identify areas for improvement, implementing innovative technologies or processes
• Design and optimization of contact center suite of technology tools and processes
• Develop training programs, create support documentation, and implement customer feedback mechanisms to drive continuous improvement
• Create a positive and productive work environment that motivates employees to perform at their best while maintaining a high standard of service
Required
• Call Center Management
• Passionate about customer service
• Track record of leading support teams
• Strong leadership and team management
• Proficiency in contact center software and tools
• Technical background is helpful but not required
• Excellent communication and interpersonal skills
• Ability to analyze data to make informed decisions
• Strong problem-solving and conflict resolution skills
• Strong expertise in empathy and emotional intelligence
• Knowledge of customer service principles and practices
• Innovative, persuasive, creative, results oriented, optimistic
• Organized, accountable, attention to detail, ability to prioritize
• Managing multiple support channels: phone, email, chat, SMS
• Patient and active listener who can empathize, counsel, and mediate
• Ability to pass federal and state criminal background checks (FBI/BCI)
Sean Zetts
440-447-0001
Riverside Recruiting
Sr. Recruiter & President
Sean.Zetts@RiversideRecruiting.com