Call Center Manager

We have an immediate opening for a Call Center Manager.

Must be able to work various shifts per week.

• Must have a high school diploma or equivalent.

Summary of Position:

The Call Center Manager is responsible for long-term tasks required for the operation and improvement of the Call Center staff and operations. He or she acts as Manager-On-Duty in the Call Center, and maintains awareness and communication with all store Managers..

Duties & Responsibilities:

• Completely understands all company policies, procedures, standards, specifications, guidelines and training programs.
• Makes employment and termination decisions consistent with company guidelines.
• Fills in where needed to ensure product & service standards are met.
• Administers prompt, fair and consistent corrective action for all policy violations in accordance with company policies, rules and procedures.
• Schedules labor as required by anticipated business activity while ensuring that all positions are staffed when and as needed and labor cost objectives are met.
• Handles all customer complaints regarding products & services with courtesy and professionalism
• Maintains a constant image of professionalism.
• Assumes 100% responsibility and accountability for all Call Center operations, employees, products and services.
• Creates and distributes reports as needed.
• Communicates with personnel and staff of any product or service changes or updates as needed
• Attends all mandatory meetings.
• Responds to any concerns originating from the restaurants.

Skills & Qualifications:

• Minimum High School Diploma or equivalent required, Bachelor’s Degree preferred.
• Minimum 2-3 years Customer Service experience required.
• Minimum 1-2 years Management / Leadership experience preferred.
• Must develop extensive product knowledge.
• Must demonstrate troubleshooting & problem solving skills.
• Must possess listening & phone skills.
• Must demonstrate conflict resolution & de-escalation techniques.
• Must be able to multi-task while leading a team of up to 15 in a high-pressure environment.
• Must have a positive and professional attitude.
• Must be able to explain and teach new training methods and procedures.