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Call Center Manager

Caseyville, IL 62232

Posted: 09/19/18 Industry: Administrative Manager Job Number: 47073

HireLevel powered by Extra Help is looking for a Call Center Manager for our client located in Caseyville, IL!



Job Title: Call Center Manager

Job Category: Full Time, Contract-Hire

Location: Caseyville, IL

Hours: Monday through Friday 8: 00 am to 4: 30 pm; Must be flexible to work 1 Saturday per month

Compentation: $15.00-$17.00 based on experience



Similar Positions: Call Center, Manager, Operations Support



Responsibilities of the Call Center Manager:
  • Hiring, training, coaching, and leading call center representatives as they provide support for customers
  • Answering representatives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
  • Leading team meetings, educating and coaching workers regarding processes and practices and conveying expectations of team.
  • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
  • Authorizing customer replacements or refunds
  • Taking on other task or projects to support employees, other managers and call center operations

Requirements of the Call Center Manager:
  • High school diploma or equivalent is required
  • Exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of call center policies and offerings is required
  • You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.
  • A successful Call Center Manager for Morrison should be focused on improving our team of representatives and call center practices. Must be able to meet client's background and drug testing requirements.



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