LBMC Staffing Solutions, LLC

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Call Center Manager 11311-8

Location : Chattanooga, TN
Job Type : Direct
Hours : Full Time
Required Years of Experience : 5+ years
Required Education : High school diploma or equivalent; minimum, BS Degree preferred
Travel : No
Relocation : No
Job Industry : Exercise - Fitness
Job Category : Administrative and Support Services

Job Description :
Our client is a leader in their industry as it comes to virtual physical fitness. They seek a strong Call Center Manager to join their Team. This person will have and be able to train others about being "Best in class for Customer Service" Great opportunity with a growing company and industry!    
Required Qualifications :

  • Develop objectives for the call center’s day-to-day activities

  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)

  • Assume responsibility of budgeting and tracking expenses

  • Hire, coach and provide training to personnel to maintain high customer service standards

  • Monitor and improve ordering, telephone handling and other procedures

  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)

  • Prepare reports for different departments or upper management

  • Develop “One Call Resolution” protocol to improve customer satisfaction

  • Proven experience as call center manager or similar position

  • Experience in customer service is required

  • Knowledge of performance evaluation and customer service metrics

  • Solid understanding of reporting and budgeting procedures

  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)

  • Proficient in MS Office and call center equipment/software programs

  • Outstanding communication and interpersonal skills

  • Excellent organizational and leadership skills with a problem-solving ability

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