Note: The job is a remote job and is open to candidates in USA. T3 Services Group is seeking an experienced Customer Service Manager to lead its centralized 24/7 virtual call center team. The role oversees supervisors, team leads, and customer service representatives while managing operations, performance metrics, technology, reporting, and customer experience improvements.
Responsibilities
- Set performance expectations and provide regular feedback to team members
- Conduct 1:1 meetings with supervisors and CSR’s
- Review and approve PTO requests based on staffing needs and call volume
- Provide guidance and assistance to supervisors on development and growth opportunities for employees
- Write and deliver performance evaluations for introductory (new hire) and annual review cycles
- Oversee day-to-day call center operations to ensure efficiency and adherence to performance metrics
- Monitor key performance indicators (KPIs) and implement improvements as needed
- Monitor and manage call center dashboard in live time; quickly identify deficiencies with KPI’s and CSR performance; execute a quick resolve
- Conduct regular audits of customer interactions to identify areas for improvement
- Stay informed about call center technologies and implement tools to enhance efficiency
- Collaborate with IT teams to address technical issues and optimize system performance
- Analyze customer feedback and implement initiatives to enhance the overall customer experience
- Work closely with other departments to address root causes of customer issues
- Prepare and analyze reports on call center performance for senior management daily, weekly, and monthly
- Make data-driven recommendations for process improvements
- Identify high and low performing metrics and prepare action plans to execute improvement
- Identify low performing employees, determine the areas of opportunity, create development plans, and proceed with disciplinary actions according to the call center and company guidelines
Skills
- Three (3)-Four (4) years of proven management experience in a call center environment or in a similar leadership role, leading a team of supervisors, leads, and employees
- Knowledge of customer service principles and practices
- Proficient in using call center software and Microsoft Office Suite (Word and Excel a must)
- Must be flexible with schedule to work evenings, weekends, and holidays
- Manager/Supervisory experience in a Call Center environment is required
- **Computer Skills:** Highly proficient with all Microsoft software, Word and Excel. Familiar with GSuite platform. Must be able to accurately type with 40 WPM average. Experience with cloud based Phone Software. Usage of Service Titan, also a benefit
- Knowledge of Service Titan and Talkdesk phone system preferred
- Quality Assurance experience is a plus
- Industry experience is a plus, but not required
- **Education:** High School Graduate or General Education Degree (GED): Preferred
Benefits
- Medical, Dental, Vision plans
- 401k with 4% company match
- PTO
- Paid Holidays
- Paid Parental Leave
- Devices and Equipment provided
- Remote operation
Company Overview