Call Center Customer Service & Training Manager
Englewood, NJ Englewood, NJ Full-time Full-time $70,000 - $75,000 a year $70,000 - $75,000 a year 2 days ago 2 days ago 2 days ago Call Center Customer Service Training Manager The Customer Service and Training Manager oversees the call center staff that receives inbound calls from our clients.
Responsible for the daily workload to ensure required service volume and quality levels are attained.
Develops, delivers, and tracks corporate wide training and educational programs for new hires, existing front-line staff, customer representatives, treatment coordinators, managers, and across all levels throughout the organization.
Activities/
Responsibilities:
This role will work directly with the company founders and department leaders for industry-leading customer service training, delivery of training programs, and related materials to support company goals, including KPI's, targets, and objectives, not limited to service levels.
Evaluates training effectiveness based on operational key metrics, analyzes performance trends, monitors volume indicators, call activity statistics, and ensures adequate staffing levels.
Communicates with key department leaders on developing goals into action plans for the further development of customer service representative team members and ensure they have the skills needed.
Ongoingly manages customer complaints, escalations and measures the staff performance to maximize efficiency and quality.
Maintains deep knowledge of industry software and customer service industry compliance guidelines and best practices.
Manage roll-out, delivery and adoption of engaging training content to support pivotal initiatives utilizing new technology, learning techniques and solutions that focus on excellent customer experience in every interaction and enhance team members knowledge and performance.
Determines call center operational strategies, financial objectives, scheduling expenditures, conducting internal evaluations to improve service efficiency, and delivering project plans through to completion.
Drive a culture of accountability, continuous improvement, and customer experience, while driving the growth of revenue and profit originating from a call center.
Effectively communicates departmental policies and procedures to ensure an exceptional customer service experience.
Manages, coaches and trains staff and outsourcing partners to provide satisfactory coverage to meet agreed SLA objectives.
Conducts analysis, reporting, and corrective actions on vendor's performance gaps and monitors for improvement.
Provides a seamless on-boarding experience for all New Hires in the department, including monitoring the training needs for all areas of the organization.
Develops and regularly implements efficient and improved training systems in a fast-paced environment, under pressure, remaining flexible, proactive, and resourceful.
Model a positive attitude and aligned leadership behavior, always communicating with utmost professionalism, and following all company policies/process without exception.
Monitors, documents, and reports all occurrences of employees when there is non-compliance with departmental policies and processes and ensure customer expectations are met.
Reviews daily waiting times to ensure that customer service team is making progress on their workload cases, developing, and outlining departmental processes.
Reports to Customer Service Director any trends in processes that may impact the entire department.
Identifies, resolves problems, and inconsistencies with call center trends (including HIPAA compliance, policy, and process adherence, etc.
), while providing alternate solutions.
Other duties as assigned.
Skills:
Demonstrated ability to identify/conduct analysis to suggest plan of action using analytics and process management skills.
Excellent communication skills to convey information to third party vendors, complex call center operation management team.
Knowledge of call center set up, CRM management systems, and techniques to meet customer service objectives.
Demonstrated knowledge of call center techniques and customer service measurements of success and strategies.
Ability to measure, prioritize, conduct assessments, and manage training needs.
Culture building experience.
Excellent verbal and written communication skills, including presentation skills.
Proficient in learning management softwareto support a call center environment i.
e.
Microsoft Suite, (Outlook, PowerPoint, Word, Excel), CRM skills.
Ability to coordinate the resolution of complex customer issues.
Ability to travel as needed for meetings (NY, NJ, CT, PA)
Qualifications:
Bachelor's degree in relevant field, or equivalent work experience.
5
years' experience in managing complex call center operations including managerial/supervisory capacity or equivalent combination of management experience and relevant education and training.
Experience managing 3rd party vendors and offshore teams.
Proven ability to lead service excellence and achieve business goals demonstrating a financial acumen and experience.
Knowledge of team management development methods, goal setting, while balancing the demands of day-to-day operations and serving as a visible, positive role model to staff.
Job Type:
Full-time Pay:
$70,000.
00 - $75,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Health insurance Life insurance Paid time off Parental leave Tuition reimbursement Vision insurance Schedule:
8 hour shift Holidays Monday to Friday No nights No weekends Ability to commute/relocate:
Englewood, NJ 07631:
Reliably commute or planning to relocate before starting work (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
Responsible for the daily workload to ensure required service volume and quality levels are attained.
Develops, delivers, and tracks corporate wide training and educational programs for new hires, existing front-line staff, customer representatives, treatment coordinators, managers, and across all levels throughout the organization.
Activities/
Responsibilities:
This role will work directly with the company founders and department leaders for industry-leading customer service training, delivery of training programs, and related materials to support company goals, including KPI's, targets, and objectives, not limited to service levels.
Evaluates training effectiveness based on operational key metrics, analyzes performance trends, monitors volume indicators, call activity statistics, and ensures adequate staffing levels.
Communicates with key department leaders on developing goals into action plans for the further development of customer service representative team members and ensure they have the skills needed.
Ongoingly manages customer complaints, escalations and measures the staff performance to maximize efficiency and quality.
Maintains deep knowledge of industry software and customer service industry compliance guidelines and best practices.
Manage roll-out, delivery and adoption of engaging training content to support pivotal initiatives utilizing new technology, learning techniques and solutions that focus on excellent customer experience in every interaction and enhance team members knowledge and performance.
Determines call center operational strategies, financial objectives, scheduling expenditures, conducting internal evaluations to improve service efficiency, and delivering project plans through to completion.
Drive a culture of accountability, continuous improvement, and customer experience, while driving the growth of revenue and profit originating from a call center.
Effectively communicates departmental policies and procedures to ensure an exceptional customer service experience.
Manages, coaches and trains staff and outsourcing partners to provide satisfactory coverage to meet agreed SLA objectives.
Conducts analysis, reporting, and corrective actions on vendor's performance gaps and monitors for improvement.
Provides a seamless on-boarding experience for all New Hires in the department, including monitoring the training needs for all areas of the organization.
Develops and regularly implements efficient and improved training systems in a fast-paced environment, under pressure, remaining flexible, proactive, and resourceful.
Model a positive attitude and aligned leadership behavior, always communicating with utmost professionalism, and following all company policies/process without exception.
Monitors, documents, and reports all occurrences of employees when there is non-compliance with departmental policies and processes and ensure customer expectations are met.
Reviews daily waiting times to ensure that customer service team is making progress on their workload cases, developing, and outlining departmental processes.
Reports to Customer Service Director any trends in processes that may impact the entire department.
Identifies, resolves problems, and inconsistencies with call center trends (including HIPAA compliance, policy, and process adherence, etc.
), while providing alternate solutions.
Other duties as assigned.
Skills:
Demonstrated ability to identify/conduct analysis to suggest plan of action using analytics and process management skills.
Excellent communication skills to convey information to third party vendors, complex call center operation management team.
Knowledge of call center set up, CRM management systems, and techniques to meet customer service objectives.
Demonstrated knowledge of call center techniques and customer service measurements of success and strategies.
Ability to measure, prioritize, conduct assessments, and manage training needs.
Culture building experience.
Excellent verbal and written communication skills, including presentation skills.
Proficient in learning management softwareto support a call center environment i.
e.
Microsoft Suite, (Outlook, PowerPoint, Word, Excel), CRM skills.
Ability to coordinate the resolution of complex customer issues.
Ability to travel as needed for meetings (NY, NJ, CT, PA)
Qualifications:
Bachelor's degree in relevant field, or equivalent work experience.
5
years' experience in managing complex call center operations including managerial/supervisory capacity or equivalent combination of management experience and relevant education and training.
Experience managing 3rd party vendors and offshore teams.
Proven ability to lead service excellence and achieve business goals demonstrating a financial acumen and experience.
Knowledge of team management development methods, goal setting, while balancing the demands of day-to-day operations and serving as a visible, positive role model to staff.
Job Type:
Full-time Pay:
$70,000.
00 - $75,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Health insurance Life insurance Paid time off Parental leave Tuition reimbursement Vision insurance Schedule:
8 hour shift Holidays Monday to Friday No nights No weekends Ability to commute/relocate:
Englewood, NJ 07631:
Reliably commute or planning to relocate before starting work (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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