Call Center Manager
American Pest - Fulton, MD

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Supervises and coordinates activities of workers providing telephone customer support services by performing the following duties.

Essential Duties and Responsibilities:
*Make necessary changes in staffing based on day of week, sales promotions, other anticipated events, and telephone data.
*Monitor productivity of customer service representatives and generate reports.
*Review telephone data to monitor the customer experience and subordinate statistics.
*Monitor individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
*Answers questions and recommends corrective services to address customer complaints.
*Communicate and follow up to ensure that team members are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
*Keys information into computer to compile work volume statistics and to keep records of customer service requests and complaints.
*Determines work procedures, prepares work schedules, and expedites workflow.
*Studies and standardizes procedures to improve efficiency of subordinates.
*Maintains harmony among workers and resolves grievances.

Supervisory Responsibilities:
Directly supervises six to eight employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Meets commitments.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification.

Teamwork - Contributes to building a positive team spirit.

Managing People - Includes staff in planning, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes and services; Continually works to improve supervisory skills.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent.

Education and/or Experience
Bachelor's degree from four-year college or university plus a minimum of two years’ experience managing a Call Center (of at least ten direct reports); or an equivalent combination of education and experience.

Language Skills
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals written in English. Ability to write routine reports and correspondence in English. Ability to speak (English) effectively before groups of customers or employees of organization. Bi-lingual in Spanish is a plus.

Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar and pie graphs.

Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills
To perform this job successfully, an individual will have knowledge of PestPac software; Excel Spreadsheet software and Microsoft Word Processing software.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit, talk, and hear and be able to use a computer keyboard. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment
The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job (i.e., office). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Indeed - 19 months ago - save job - block
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About this company
American Pest is the oldest locally owned and operated premier full service pest control and management company in the DC area, including...