Job Information
Legacy Parking Company Call Center Manager in Atlanta, Georgia
Call Center Manager
Job Details
Job Location
1180 Peachtree - Atlanta, GA
Salary Range
$70,000.00 Salary
We are seeking a highly motivated and experienced Call Center Manager in our Midtown Atlanta market to oversee our customer service operations. The ideal candidate will be responsible for managing a team of call center agents, ensuring that customer service standards are met, and driving continuous improvement in service quality and efficiency.
Key Responsibilities:
Team Leadership:
Manage and lead a team of call center agents, including hiring, training, and performance management.
Foster a positive work environment that promotes teamwork, high performance, and continuous learning.
Conduct regular team meetings and one-on-one coaching sessions to ensure agents are meeting performance goals.
Operations Management:
Oversee day-to-day call center operations, ensuring that service levels, KPIs, and targets are met.
Monitor call center metrics, including call volume, response time, and customer satisfaction, and implement strategies for improvement.
Develop and implement call center policies and procedures to ensure efficiency and consistency in service delivery.
Manage the scheduling and staffing to ensure adequate coverage during peak times.
Customer Service Excellence:
Ensure that all customer interactions are handled professionally and efficiently, with a focus on resolving issues on the first contact.
Handle escalated customer issues and complaints, providing solutions and ensuring customer satisfaction.
Continuously evaluate customer service processes and technologies, recommending improvements to enhance the customer experience.
Reporting and Analysis:
Prepare regular reports on call center performance, including detailed analysis of metrics and trends.
Present findings to senior management, providing recommendations for operational improvements.
Track and analyze customer feedback, identifying areas for improvement and implementing corrective actions.
Compliance and Quality Assurance:
Ensure that the call center operates in compliance with company policies, industry regulations, and legal requirements.
Implement and monitor quality assurance processes to ensure high standards of service are maintained.
Conduct regular audits of call center operations to ensure adherence to standards and protocols.
Qualifications:
5+ years of experience in a call center or customer service management role.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Proven ability to analyze data and make data-driven decisions.
Experience with call center technology, including CRM systems and workforce management tools.
Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
Strong problem-solving skills and the ability to handle challenging customer situations effectively.
