Customer Care Manager in Chatsworth, CA at Volt

Date Posted: 5/17/2018

Job Snapshot

  • Employee Type:
    Direct Hire
  • Job Type:
    Telecommunications
  • Duration:
    N/A
  • Date Posted:
    5/17/2018
  • Job ID:
    115985
  • Pay Rate
    $0.0 - $80000.0/Year
  • Contact Name
    Volt Branch

Job Description

Calling all Call Center Leaders!

If you’re a strong manager who enjoys collaboration with multiple teams, developing others to the next level, and continually improving customer service, this is a great opportunity. Bring your love of teamwork, development, and a call center environment to help us create an exceptional experience for our visitors, customers, and members nationwide. Creating a strong, positive work environment. 

Provide oversight, tactical/strategic planning for the call center team as they provide exceptional assistance to the customer/end-user community

  • Daily supervision of call center team and processes, including prioritizing, scheduling and escalations
  • Manage customer handling (call flow) processes
  • Develop standards, processes, procedures and documentation to support quality and service goals; involves triage and assignment of incoming calls to closing a call with a satisfied customer
  • Regularly provide feedback and recommendations to improve processes, policies, team performance, and customer satisfaction
  • Actively participate in employee development, performance management/improvement, and succession planning
  • Develop, coach, support, and evaluate the call center team
    • Provide feedback and coaching timely
    • Evaluate and coach back customer service skills to assure consistent quality
    • Foster/mentor a consistent positive, cooperative, courteous, and professional attitude
    • Recognize and reward excellent team performance
  • Resolve and recover escalated customer issues (i.e. social media and BBB complaints)
  • Manage the reporting aspect of all Customer Care Operations
  • Be visible and available on the call center floor; interact with the team regularly through team meetings, walking the floor, one-on-one meetings, etc.
  • Ensure employees have the necessary training and job aids to perform their job responsibilities

Qualifications

  • 10 years of high quality Customer Service experience; 5 years in a Supervisory role preferred
  • Excellent written and verbal communication skills
  • Ability to consistently demonstrate a positive and energetic attitude
  • Ability to develop and maintain good working relationships with the staff
  • Experience and work ethics that supports working within a high functioning, team-oriented environment.
  • Demonstrated experience in leading, coaching and developing a high performing team
  • Service-oriented, team-oriented, results-driven, and committed to delivering exceptional customer satisfaction
  • Experience with detailed documentation of process and work flow
  • Proficient knowledge of MS Office and other business-related software