Job Description

Lickety Split Air, Plumbing, Electric is a rapidly growing home services company specializing in residential HVAC, electrical, and plumbing solutions. We are currently seeking a highly motivated and experienced Call Center Manager to lead our dynamic customer service team.

Position Overview:

As the Call Center Manager, you will play a crucial role in ensuring the efficient and effective operation of our call center. You will lead a team of customer service representatives, overseeing day-to-day operations, optimizing performance, and maintaining a high standard of service delivery.

Responsibilities:

• Lead, motivate, and inspire a team of customer service representatives.
• Provide ongoing training and coaching to enhance team performance.
• Foster a positive and collaborative work environment.
• Oversee the day-to-day operations of the call center.
• Monitor call queues, response times, and overall service levels.
• Implement strategies to optimize call center efficiency and productivity.
• Establish and maintain quality standards for customer interactions.
• Conduct regular performance evaluations and provide constructive feedback.
• Implement improvement plans as needed to ensure high-quality service.
• Familiarity with call center technologies and tools.
• Ensure the effective use of call center software for tracking and reporting.
• Focus on enhancing customer satisfaction through service excellence.
• Address escalated customer issues and provide swift resolutions.
• Collaborate with other departments to improve overall customer experience.
• Set and monitor performance metrics, including call abandonment rates, average handling time, and customer satisfaction scores.
• Analyze data to identify trends and areas for improvement.
• Manage the call center budget, including staffing and technology expenses.
• Optimize resources to meet performance targets within budgetary constraints.

Requirements:

• Proven experience as a Call Center Manager or in a similar role.
• Demonstrated success in leading and developing high-performing teams.
• Excellent communication and interpersonal skills.
• Ability to effectively communicate with team members and other departments.
• Strong analytical and problem-solving abilities.
• Proactive in identifying and addressing challenges.
• Deep commitment to providing exceptional customer service.
• Ability to understand and meet customer needs.
• Comfortable working in a fast-paced environment.
• Willingness to adapt to changing priorities.

If you are a strategic leader with a passion for customer service excellence and have the skills and experience outlined above, we invite you to apply for the Call Center Manager position at Lickety Split Air, Plumbing, Electric. Join our team and contribute to our mission of delivering top-notch service to our valued customers.

Lickety Split is an equal opportunity employer. 

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