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Customer Success/Call Center Manager

Location: Lewisville
Posted on: November 23, 2021

Job Description:

Call Center / Customer Success Manager Job Description:Top Duties and QualificationsWe are seeking a Call Center / Customer Success Manager for our Utah based company, a remote position with some travel requirements, to lead, coach and inspire the customer success team to provide the best service and support to our consumer customers. You must have proven Call Center Management Experience and a focus centered on Customer Satisfaction, Loyalty and Retention.Duties and ResponsibilitiesThe Call Center Manager / Customer Success Manager oversees the daily operations of our remote call center and hires and manages our Customer Success Agent team members. Duties include hiring and training Customer Success Agents, establishing goals for call center team members to follow and resolving any customer issues or other call center problems that occur. Some of the required daily tasks and responsibilities include:Hire, onboard and train call center personnel (Customer Success Agents).Coach call center staff through challenging customer service issues.Conduct monthly one on one meetings with each team member.Analyze call center data and prepare reports for upper management.Evaluate staff effectiveness and performance monthly or on an at-need basis.Lead team meetings and give presentations to executives.Develop monthly, quarterly and annual call center goals and action plans.Prepare work schedules to ensure sufficient coverage.Create personnel and supply budgets for approval.This position requires adept management skills guiding the consumer customer success department to meet company objectives and goals expected from this multi-faceted team. You will be managing both people and processes: Tracking quantity and quality of customer contacts, forecasting phone volume to ensure adequate staffing needs, coaching and mentoring individuals to expand their LifeSeasons product/service knowledge so they become confident and fluid with LifeSeasons products and processes. This position requires an extended training period to learn the complexity of the job before transitioning into the leadership role.Requirements and Responsibilities:Proven experience leading a team in a fast-paced, high-volume, and fluid call center environmentExceptional interpersonal and customer service skills with a strong ability to openly and effectively communicate throughout the companyStrong problem-solving and conflict resolution skillsAbility to motivate employees by utilizing inspirational coaching and leadership skills to cultivate a level of company and personal successPrepare reports and analyze customer service data to ensure resources are properly allocated, maximized efficiencies are reached and customer's experience surpass any expectations put in placeHire new associates as needed, promote accordingly, and terminate associates when necessaryPlan, facilitate and lead department meetings and trainingProvide a vision and strategy to continually improve and grow the call center while preserving the customer experiencePreferred Education/Credentials:Bachelor's degree in business or equivalent experience requiredFive (5) years of prior work experience as a manager in a service or sales call centerWorking knowledge of MS SuiteFamiliar with Customer Relationship Management (CRM) strategiesProficiency with necessary technology, including phone systemsGreen industry knowledge is a plusJob Type: Full-timeWork Location: Remote/ -Monthly Travel to Salt Lake City, UT Corporate OfficeBenefits:Health/Dental/VisionAccess to multiple Retirement PlansGenerous PTOMonthly Free LifeSeasons ProductsSchedule:Monday to FridayOtherCompany's website: /

Keywords: LIFESEASONS, INC., Lewisville , Customer Success/Call Center Manager, Executive , Lewisville, Texas

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