DSI · 1 week ago
Call Center Manager
United States
Full-time
Remote
Mid LevelDSI Systems Inc. is a family-owned company committed to delivering exceptional value and measurable results to clients and partners. They are seeking a skilled Call Center Manager to oversee daily operations and personnel at their retail sales channel support center, ensuring superb customer service and maximum efficiency.
InternetTelecommunicationsWarehousing
Responsibilities
Manage the daily, weekly, monthly, and yearly agent scheduling, activities, objectives, and effective resource planning to maximize productivity
Oversee, implement, and execute quality assurance (QA) programs and assessments
Collect, analyze, and evaluate call-center statistics (call waiting and handle times, resolution rates, accuracy, costs, and other service contact metrics); prepare performance reports by summarizing data and trends
Monitor and improve support request handling and warm and cold transfer processes
Maintain and improve call center operations by preparing and completing action plans; system audits and analyses; managing systems, process improvement, and quality assurance programs
Desire to become a subject matter expert on your client's business
Manage and support onsite staff as well as remote employees as needed
Other duties and responsibilities as assigned
Qualification
Required
Excellent customer service and communication skills
Ability to supervise daily operations and personnel
Aiming for superb, confident, cordial, friendly, yet professional customer service
Maximizing efficiency and cost-effectiveness
Ensuring technology is utilized to maximize productivity of staff
Organized, reliable, and results-driven professional
Practical mind to solve problems on the spot
Ability to see the 'big picture' and make improvements
Manage daily, weekly, monthly, and yearly agent scheduling, activities, objectives, and effective resource planning
Oversee, implement, and execute quality assurance (QA) programs and assessments
Collect, analyze, and evaluate call-center statistics
Prepare performance reports by summarizing data and trends
Monitor and improve support request handling and warm and cold transfer processes
Maintain and improve call center operations by preparing and completing action plans
System audits and analyses
Managing systems, process improvement, and quality assurance programs
Desire to become a subject matter expert on your client's business
Manage and support onsite staff as well as remote employees as needed
Company
DSI
DSI, a premier sales enablement partner, offers consumer and commercial selling opportunities in the indirect dealer space.
Founded in 1984
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Alex Likens
Sr. Partner Account Manager
Jacob Piiparinen
Partner Account Manager
Company data provided by crunchbase