Call Center Manager / Director Job at Riverside Recruiting, Parma, OH

d28xWWc0ZEdlKyt3cjN1aFBONHlmR09lTXc9PQ==
  • Riverside Recruiting
  • Parma, OH

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

Job Tags

Remote job, 1 day per week,

Similar Jobs

Yochana

.Net Full stack Developer Job at Yochana

 ...Role: .Net full stack Developer Location: Edison, NJ Experience: 12+ Years Job Summary The Senior Technical Lead will be responsible for overseeing and leading the technical development and implementation of projects utilizing .NET, Angular, and SQL Server... 

The Life You Love Global Solutions

Personal Development Coach (Remote) Job at The Life You Love Global Solutions

Are you passionate about helping others unlock their potential and live their best lives? Do you dream of a career that aligns with your purpose, offers flexibility, and makes a meaningful impact? At The Life You Love Global Solutions, were on a mission to empower...

Clayco

Assistant Superintendent Job at Clayco

 ...About Us Clayco is a full-service, turnkey real estate development, master planning, architecture, engineering, and construction firm...  ...related building projects. The Role We Want You For As an Assistant Superintendent, you will be responsible for field operations... 

Upward On

Real Estate Analyst Job at Upward On

 ...Acquisitions group, you will be supporting the firms growing real estate investment platform in partnership with its large programmatic...  ...acquisitions and investments. You will also be responsible in assisting with asset management. Acquisitions & Investments Support... 

Premier Infusion and Healthcare Services, Inc.

Biomedical Equipment Technician Job at Premier Infusion and Healthcare Services, Inc.

 ...Torrance, CA 90502 (Required) Experience: ~ Home Infusion: 1 year (Preferred) License/Certification: ~ Pharmacy Technician License (Preferred) Come Join the Premier Infusion & Healthcare Family! At Premier we offer employees stability and opportunities...