Wachter's greatest asset is the people who work here. Join the Wachter family and chart your career path!
Wachter is accepting applications for a Call Center Manager.
We are seeking a highly motivated Call Center Manager with a passion for delivering exceptional customer service and a proven ability to lead teams in effective de-escalation practices. In this role, you will oversee daily operations, ensure achievement of performance goals, and foster a positive work environment that emphasizes empathy, conflict resolution, and customer satisfaction.
Benefits Package: Company Paid!
- Medical, Dental, Prescription & Vision Benefits
- Life, AD&D, and LTD insurance
- Paid Vacation and Holidays
- Teladoc & TriaHealth
- Company-Matched 401(k) and IRA Retirement Savings.
Job Responsibilities:
- Team Leadership and Development:
- Recruit, onboard, and train call center agents, with a particular focus on customer service excellence and de-escalation techniques.
- Provide ongoing coaching, mentoring, and performance evaluations to ensure each team member excels in communication and conflict-resolution skills.
- Operational Management:
- Oversee scheduling, workflow optimization, and resource allocation to meet operational and service level agreements (SLAs).
- Monitor real-time metrics (call volume, hold times, response rates, etc.) and manage the team to achieve and exceed targets.
- Collaborate with other departments (such as Quality Assurance, Training, and Customer Experience) to align processes and ensure consistency in service delivery.
- Performance and Process Improvement:
- Develop and implement performance metrics and KPIs specifically related to customer satisfaction, first-call resolution, and de-escalation success rates.
- Analyze trends, identify areas for improvement, and drive process optimizations to enhance overall efficiency and service quality.
- Use data-driven insights to refine customer interaction strategies and coach agents on best practices.
- Customer Satisfaction and De-escalation:
- Provide guidance and support on complex or escalated customer situations to ensure positive outcomes and maintain brand reputation.
- Develop and implement de-escalation training programs, tools, and resources to continuously improve agent confidence and skill sets.
- Advocate for the customer by identifying pain points and suggesting improvements to product, policy, or procedures.
- Compliance and Quality Assurance:
- Ensure call center operations are compliant with all relevant regulations and internal policies.
- Oversee quality assurance processes, including call monitoring and feedback sessions, to maintain high service standards.
- Reporting and Communication:
- Prepare and present regular reports on call center performance, customer feedback, and operational efficiency to senior leadership.
- Ensure clear and consistent communication with both internal stakeholders and frontline agents about goals, expectations, and results.
Experience:
- Education:
- Bachelor’s degree in Business Administration, Communications, or a related field; equivalent experience may be considered
- Minimum 3-5 years of experience in a call center environment, with at least 2 years in a supervisory or managerial role.
- Proven track record of driving high levels of customer satisfaction and team performance.
- Skills & Competencies:
- Customer Focus: Demonstrated ability to lead teams in delivering empathetic, solution-oriented customer service.
- De-escalation Expertise: Strong conflict resolution and problem-solving skills, with experience training others in these areas.
- Leadership & Coaching: Skilled in motivating, developing, and directing people; able to identify strengths and weaknesses and offer tailored guidance.
- Communication: Excellent verbal and written communication skills; capable of clearly articulating expectations and feedback.
- Analytical Ability: Comfortable with data analysis and interpretation to set targets, track performance, and identify improvement opportunities.
- Technical Proficiency: Familiarity with call center software, CRM platforms, workforce management tools, and related technology.
- Organization & Time Management: Excellent ability to prioritize, plan, and manage multiple initiatives in a fast-paced environment.
About:
Wachter is a family-owned company since 1930 and we see each employee as a critical piece of the Wachter Family. With over 900 licenses across the country, Wachter serves commercial and industrial clients with the right technologies needed to keep them successful.
We design, install, and maintain the technologies that keep businesses operating efficiently. Our team of dedicated electricians, engineers, and technicians provides electrical, data, security, communications, and automation services to clients in numerous industries.
We're an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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Last updated on Feb 6, 2025