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Call center manager
Job
Papa's Plumbing Inc
Glendale, CA (In Person)
Full-Time
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Job Description
Job Overview We are seeking a dynamic and energetic Call Center Manager to lead and inspire our customer service team. In this pivotal role, you will oversee daily operations of the call center, ensuring exceptional customer experiences through effective team management, strategic planning, and process optimization. Your leadership will drive performance, foster a positive work environment, and support business growth by leveraging your expertise in customer service, and communication. This is an exciting opportunity for a motivated professional to make a significant impact in a fast-paced, technology-driven organization. Get rewarded outside your base pay with incentives based on performance Duties Lead, motivate, and develop a high-performing call center team Monitor key performance indicators (KPIs) related to sales targets, customer satisfaction, and operational efficiency; analyze data to identify areas for improvement Conduct regular training sessions on negotiation skills, communication techniques, and product knowledge to enhance team effectiveness Manage escalations promptly, ensuring customer issues are resolved efficiently while maintaining positive relationships Maintain accurate records of calls, sales activities, and client interactions within CRM systems; generate reports for senior management Experience Proven experience in managing call centers Proficiency with CRM software will offer training if needed. Excellent negotiation skills coupled with the ability to communicate complex technical information clearly and effectively in English Solid understanding of customer service principles and the ability to foster a customer-centric culture Exceptional leadership skills with the ability to motivate teams and drive results in a fast-paced setting Join us as we empower our team to deliver outstanding results while advancing your career in a vibrant environment that values innovation, collaboration, and growth.