Robert Half is partnering with a New Orleans based company to find an experienced Customer Service Manager to lead a call center team. This role is full time and will be on a contract basis with the option of converting to full-time with the company. The successful candidate will be responsible for managing the daily operations of the call center, ensuring exceptional customer service, and driving continuous improvement initiatives. The ideal candidate will have a strong background in call center management, excellent leadership skills, and a passion for delivering outstanding customer experiences.
Key Responsibilities:
Team Leadership and Management:
Supervise, train, and mentor a team of call center agents.
Conduct regular performance reviews and provide constructive feedback.
Develop and implement coaching and development plans to enhance team performance.
Foster a positive and collaborative team environment.
Operational Oversight:
Oversee daily call center operations, ensuring efficient and effective service delivery.
Monitor call center metrics and KPIs (Key Performance Indicators) such as average handle time, first call resolution, and customer satisfaction scores.
Ensure adherence to company policies, procedures, and compliance regulations.
Customer Service Excellence:
Develop and implement strategies to improve customer service quality and operational efficiency.
Handle escalated customer issues and complaints, providing resolutions in a timely and professional manner.
Gather and analyze customer feedback to identify areas for improvement.
Process Improvement:
Identify and implement process improvements to enhance call center operations.
Utilize data and analytics to drive decision-making and improve service delivery.
Collaborate with other departments to streamline processes and enhance customer experience.
Technology and Systems Management:
Ensure the effective use of call center technology, including CRM systems, telephony, and other communication tools.
Stay updated with the latest industry trends and technologies to recommend and implement upgrades and enhancements.
Requirements:
Bachelor's degree required from an accredited university
Five (5) years of experience in call center, communication centers, including two years experience in a management or supervisory capacity.
Possession of a valid driver's license.
For confidential consideration, please reach out to Emily Schneller, Robert Half Recruiting Manager, at 504-264-5922. Thank you for your interest in Robert Half.