Job Description

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

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