Call Center Manager; Ca, Livermore

Salary Range: $82,326.52 – $ (DOE)

Location: 3090 Independence Dr., Livermore, CA 94551 (On-site)

Restoration Management Company expects each and every employee to embrace and apply in their daily activities the following company CORE VALUES:
Team Spirit, Integrity, Quality, Humility and Safety. These, in addition to the requirements listed below, are essential to the success of your career with Restoration Management Company.

The Call Center Manager is responsible for overseeing a team of call center administrators, ensuring excellence in customer service, with maximum efficiency. This position is responsible for the delivery of quality service at the highest level; supports the organization in driving excellent customer service through development and implementation of best-practice call center methods and procedures.

Core responsibilities for the position are as follows:

• Manages and oversees daily operations and direct activities of call center personnel.
• Ensures delivery of an excellent customer service experience, accuracy in collection and input of customer detail, as well as efficient turnaround to key stakeholders.
• Allocates worktime/schedules to call center personnel according to demand and workload to ensure effective coverage.
• Manages and improves call center performance through regular monitoring, problem solving, auditing systems and quality assurance measures.
• Regularly audits system performance, collaborating with IT services to ensure maximum performance of systems, resources, and applications.
• Assesses issues, and identifies bottlenecks and opportunities for improvements, and implements solutions based on trends.
• Leads the department in establishing high standard for productivity, quality, and customer service satisfaction; captures and measures data accordingly.
• Summarizes, collects, analyzes, and prepares call center trends and data for management performance reports.
• Builds and maintains relationships with the organizations branches, department heads, and other personnel in support of Call Center departments delivery of services.
• Ensures call center staff is properly trained and equipped with the necessary tools to do their jobs effectively and efficiently.
• Coaches call center staff through challenging customer service issues to a successful resolution.
• Evaluates staff effectiveness and performance annually, focused on engagement, motivates staff to through set goals, and provides necessary resources and guidance for improved work performance and ongoing development.
• Manages resources and talent to meet department objectives:
  Talent management from recruiting, hiring, performance assessment, manage improvement and implements disciplinary actions – up to terminations, when necessary.