Are you an experienced Call Center Manager looking for your next exciting opportunity? Paramount is seeking a skilled Customer Service Manager to provide top-notch support to our valued client. If you're passionate about leading teams, developing strategies, and enhance customer satisfaction, we want to talk to you!
Position Overview:
The Call Center Manager will lead the customer service team. The ideal candidate is passionate about delivering exceptional service and has a proven track record in managing customer support operations within the manufacturing or industrial sector. You will be responsible for developing strategies to enhance customer satisfaction, driving team performance, and collaborating cross-functionally to ensure seamless customer experiences.
Location: Sheboygan, Wisconsin (on-site)
Shifts: Monday - Friday 8am-5pm
Salary: $95,000.00 year (depends on experience)
Call Center Manager Manager Responsibilities:
Daily Operations
Oversee the daily functions of the customer service department to ensure efficient service delivery.
Develop and implement policies and procedures that enhance the customer experience and maintain high standards.
Team Leadership and Development
Train, mentor, and motivate customer service representatives to reach their full potential.
Foster a collaborative team environment that encourages professional growth and accountability.
Establish processes that empower any representative to handle customer inquiries, ensuring consistency in service.
Customer Satisfaction and Issue Resolution
Address complex customer inquiries and complaints, providing timely and effective resolutions.
Conduct in-depth analyses of service failures and implement corrective actions.
Monitor customer issues to ensure effective remediation and long-term solutions.
Performance Monitoring and Reporting
Track key performance indicators (KPIs) such as customer satisfaction scores and response times.
Prepare and present reports to evaluate team performance and identify improvement areas.
Set and achieve targets for customer satisfaction and operational efficiency.
Cross-Functional Collaboration
Work closely with Sales, Operations, Supply Chain, and other departments to ensure a seamless customer experience.
Provide timely feedback to Sales and Operations teams regarding order status and changes.
Clearly define and manage interactions between customer service and other supply chain functions.
Strategic Initiatives
Develop and implement strategies to enhance customer service operations in alignment with company goals.
Lead initiatives to improve the customer journey and establish loyalty programs.
Stay informed on industry trends and best practices to drive innovative solutions.
Order Management
Ensure a flawless process from initial contact to final order receipt by the customer.
Assist Customer Service Representatives and Sales in troubleshooting orders requiring special handling.
Provide feedback for continuous improvement in the order-to-cash process.
Call Center Manager Manager Qualifications:
Education and Experience
Bachelor's degree in Business Administration, Communications, or a related field.
5+ years of experience in customer service management within the manufacturing or industrial sector.
Skills and Competencies
Leadership Skills: Proven ability to lead and manage teams effectively.
Communication Skills: Strong verbal and written communication abilities.
Technical Proficiency: Proficient in customer service software and CRM systems (e.g., Salesforce, SAP).
Analytical Skills: Ability to analyze data and make informed decisions.