Supervisor de Call Center gerenciando equipe para excelência no atendimento na Tahto. Oferecendo ambiente motivador e colaborativo para o desenvolvimento de talentos.
About the role
- Call Center Manager overseeing customer service initiatives across Michigan. Managing call center operations to improve customer interactions and drive revenue for Apex Service Partners.
Responsibilities
- Oversee day-to-day call center operations across various locations in Ohio.
- Develop and implement call center processes to enhance the customer experience.
- Identify staffing needs, recruit, hire, and onboard CSRs.
- Project call volumes based on upcoming weather and seasons to staff contact center to meet demand.
- Monitoring processes in place to manage multiple channels of leads and ensuring the leads are contacted in a timely manner.
- Build a healthy, supportive team culture that strengthens engagement and drives improvements in Employee Net Promoter Score (eNPS) results.
- Collaborate with the team to incorporate fun, engaging activities as a regular and valued part of the workplace culture.
- Train, coach, and manage customer service representatives (CSRs).
- Ensure the team achieves key performance indicators (KPIs), including average speed to answer, booked per call %, Abandoned %, Overflow %, membership sales.
- Manage scorecard for CSRs. Modify KPIs for CSRs to drive revenue.
- Resolve and deescalate customer concerns that go beyond CSR capabilities.
- Contact review of processes in place for customer escalations.
- Escalate concerns with GMs and other stakeholders so customer concerns are resolved and thrive for first call resolution.
- Lead change management efforts to ensure smooth adoption of new processes, technologies, and customer service initiatives.
- Partner with cross‑functional teams to plan, implement, and optimize operational changes within the contact center.
- Analyze trends and data to recommend effective solutions.
- Develop innovative ideas for call flows and overflow strategies.
- Implement revenue-generating activities.
Requirements
- Minimum of 4 years of call center management experience.
- Proven experience managing employees remotely.
- Ability to travel across the state of Michigan as needed.
- Strong organizational skills.
- Strong communication and stakeholder management skills.
- Ability to guide teams through uncertainty while maintaining morale and performance.
- Bonus: Experience with Service Titan software and/or experience in the home service industry.
- Bonus: Experience working with AI tools, voice AI (Brocoli AI, Avoca AI, Replicant AI), Hatch AI, and managing Google LSA leads.
Benefits
- Year-round vacation opportunities.
- Medical, Dental, & Vision Insurance provided at no cost to the employee, with family plans available.
- 401(k) with company match up to 4%.
- Basic & Optional Life Insurance.
- Paid time off and holidays.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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