Call Center Manager Jobs

The Manager of Customer Success Center role is responsible for hiring, training, coaching, and leading Team Leaders as they provide support for customers and manage a team of Customer Success Center Engineers. This role serves as the escalation point for Customer Success Center Engineer team members.

Scope of Role Responsibilities

• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Hiring, training, coaching, and leading Team Leaders as they provide support for customers.
• Taking on other tasks or projects to support employees, other managers, and call center operations.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Daily attendance on site at the call center.
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
• Approves timesheets within the strict time window.
• Answering Team Leaders questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
• Assisting other management team members in identifying trends and establishing call center goals.

Additional job responsibilities include, but are not limited to:

• Assists in resolving conflict and communication issues between multiple constituents (Customer, Sales Reps, Service Delivery etc.).
• Assisting in custom costing services.
• Leads workshops to design customer solutions with customers.
• Assists in ensuring billing for customer is accurate, correct and on time.
• Other responsibilities as assigned.

Role Qualifications and Requirements

• Ability to occasionally work off shift.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Knowledge of management principles and familiarity with company products, services, and policies.
• 3-5 years of Customer Success Center/help desk leadership experience.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Decisiveness and attention to detail.
• Proficiency with necessary technology, including computers, software applications, phone systems, etc.
• Own or access to reliable transportation.
• Strong coaching and leadership skills, ability to motivate employees.
• Polite, professional phone voice.

The following qualifications are ideal, but not required:

• Experience with workforce management tools (Verint preferred)
• Experience with ServiceNow or similar ticketing system.

NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.