Now Hiring - Call Center Manager in Westlake, OH

The Call Center Manager will develop and maintain an environment within the department that will foster positive morale and teamwork. This individual will oversee Call Center sales and service operations, develop personnel to meet and exceed sales and service level goals, and ensure ongoing customer relationships through unparalleled customer satisfaction.

• Coaching, developing, and training a team of front-line leaders, contact center phone representatives, which includes the scheduling of regular feedback sessions, side-by-side performance observations, and frequent behavioral and performance reviews
• Engaging all employees to ensure the work produced meets product/service standards and exceeds customer expectations
• Collaborating with other departments, vendors, etc. to resolve customer service issues. Following up with resolution of problems to ensure timely response and customer service
• May provide reports to keep senior management informed of operations activities; makes formal presentations to peers and conducts regular staff meetings
• Take ownership of driving key initiatives, process improvements and meeting department goals

• Ability to build effective teams and lead individuals towards common goals
• Ability to foster and maintain positive working relationships between peers, employees, management, and vendors
• Ability to effectively mediate personnel issues and negotiates disagreements with positive results
• Ability to be self-motivated to execute responsibilities without supervision
• Ability to apply effective critical thinking skills towards complex problems and offer logical solutions

• Minimum 5 years of customer service experience in a supervisory capacity required,
• Minimum High School Diploma or equivalent required, AA / BA / BS degree preferred
• Call / Contact Center and Retail Banking experience highly desired
• Thorough knowledge of desktop computing (personal computers, email, Internet, etc.)
• Thorough knowledge of office equipment (telephone, fax & fax servers, copier, printers, etc.)
• Thorough knowledge of workflow principles in a call center environment
• Thorough knowledge of call center & customer service operations best practices and technologies
• Thorough knowledge of management principles and practices, to include employee supervision
• Strong command of the English language, both oral & written

WORKING CONDITIONS

• This is a full-time position working in our office located in Westlake, Ohio.