20 Best Customer Service Manager jobs (Hiring Now!)

Director, Call Center Operations
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Presently all calls are of an inbound nature. Required: BA/BS Degree in Business Management or related field or equivalent years’ experience.
From $65,000 a year
Quick Apply
9d
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Degree in Business Administration, Communication, or a related field. Lead, motivate, and develop the customer service team to ensure effective performance and…
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Operations Manager-Salary plus opportunity for monthly commission!
RGL Associates, Inc. —Brunswick, GA
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12d
Customer Service Manager - Waste Hauling Company
Arrow Disposal Service, Inc. —Attalla, AL
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Customer Service Manager
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ASSISTANT SERVICE CENTER MANAGER
ALTAQUIP —La Vergne, TN
Customer Service via phone calls, walk ins and store visits. Coach and educate team members as needed. Cross train in all functional areas: Administration,…
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Manager, Client Services
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Marroquin Organic —Santa Cruz, CA
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Customer Success Manager
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From $38 an hour
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9d
Call Center Manager
MaxxSouth Broadband —Booneville, MS
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Estimated: $52K - $65.9K a year
Quick Apply
4d

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Director, Call Center Operations

MHA Systems Inc - Bismarck, ND

Quick Apply

Job Details

Full-time From $65,000 a year 9 days ago

Benefits

Health insurance
Dental insurance
401(k)
Paid time off
Employee assistance program
Vision insurance
401(k) matching
Life insurance

Qualifications

Business Management
Management
5 years
Bachelor of Science
Writing skills
Microsoft Office
Master's degree
Bachelor's degree
Continuous improvement
Lending
Phone etiquette
Business
Master of Business Administration

Full Job Description

Summary of position

The Director of Call Center Operations reports to the Vice President of Call Center Operations and is responsible for assisting in the strategic planning and execution of all call center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Performance metrics include call efficiency, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

The Director’s success is measured by the organization’s ability to provide high quality services while meeting necessary production and financial goals, improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. Presently all calls are of an inbound nature.

The Director executes the vision for the operation ensuring the Call Center meets customer and organization needs. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

Primary Responsibilities

· Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,

· Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,

· Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement

· Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center,

· Develop and maintain effective organization of responsibility, including efficient training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,

· Ensure compliance with regulatory agency guidelines and standards

· Reviews and supports call center policies and procedures

· Manage Performance Enhancement and Monthly Incentive Plans

Education Requirements

· Required: BA/BS Degree in Business Management or related field or equivalent years’ experience

· Preferred: MBA

Qualifications

Required: 5-8 years of solid management experience; Microsoft Office experience

Preferred: Knowledge of commonly used concepts, practices, and procedures within the industry; solid understanding of the various business processes and lending models; Loan Management/Collections software

knowledge and skills

· Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times

· Leadership – inspires and motivates others to perform well; effectively influences the actions and opinions of others; accepts feedback from others; gives appropriate recognition to others

· Integrity –The ability to exercise good business ethics and honesty

· Phone Etiquette- Demonstrates excellent phone etiquette pleasant phone demeanor at all time

· Product Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly

· Demonstrate Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position

· Problem Solving: May provide a basic level of problem solving

· Writing - Communicating effectively in writing as appropriate for the needs of the audience

· Speaking - Talking to others to convey information effectively

· Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

· Reading Comprehension - Understanding written sentences and paragraphs in work related documents

· Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do

Attributes

· Oral Expression - The ability to communicate information and ideas in speaking so others will understand

· Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences

· Written Comprehension - The ability to read and understand information and ideas presented in writing

· Written Expression - The ability to communicate information and ideas in writing so others will understand

· Speech Clarity - The ability to speak clearly so others can understand you

· Speech Recognition - The ability to identify and understand the speech of another person

Physical Demands

While performing the duties of the job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools or controls; and reach with hands and arms. Must be able to occasionally lift up to 5 lbs. Must be able to work with a moderate noise level office atmosphere.

Work Environment

The office is located at the MHA Systems office in Bismarck, ND. Normal working hours can be anywhere from 5am to 9pm PST Monday through Friday. Additional hours on the weekends may be necessary. Must be able to travel for various trainings and certifications based on management recommendations.

This position description is a general description of the essential job functions. It is not intended to describe all duties someone in this position may perform. All employees of MHA Systems are expected to perform tasks as assigned by management, regardless of job title or routine job duties.

Job Type: Full-time

Pay: From $65,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Vision insurance

Schedule:

8 hour shift

Ability to Commute:

Bismarck, ND 58503 (Required)

Ability to Relocate:

Bismarck, ND 58503: Relocate before starting work (Required)

Work Location: In person

Quick Apply

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Senior Client Services Manager

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