Cobalt Communications Looking for Call Center Manager at Farmington, MO Full Time

ABOUT THE JOB:

Cobalt Communications is looking for a skilled Call Center Manager to manage daily operations in a fast-paced environment. Core duties include leadership of processes for the continuous improvement of the customer experience. Because we know our ability to be successful depends upon the people we employ, a high emphasis is placed on coaching and training. In addition, this role will be accountable for ensuring that all calls are responded to in a customer friendly and informed fashion. As a Call Center Director you must be reliable and results-driven

Essential Duties/Responsibilities:

• Develop objectives for the call center’s day to day activities
• Actively manage incoming calls, call routing and agent availability to ensure short wait times and proper handling of calls
• Devise ways to enhance procedures that employees are expected to follow during and between calls
• Monitor phone interactions to ensure that customer expectations are fully met and to provide feedback on improvements that can be made
• Assist in developing and implementing future call center vision and strategy
• Review quality performance measurements and provide input for coaching performance action plans where necessary
• Ensure that all complaints are resolved in a timely manner
• Assist in the development and roll-out of sales incentive and commission plans
• Collect and analyze call center statistics (sales rates, costs, evaluate performance, metrics, etc.)
• Working cross functionally with other leaders to keep up to date with anything that may impact service levels

Position Requirements:

• Demonstrated ability to work in fast-paced environment
• Ability to communicate clearly and professionally, both verbally and in writing
• Ability to prioritize and manage multiple responsibilities
• Excellent problem-solving and analytical skills
• Strong listening and decision-making skills
• Ability to motivate staff and improve performance through helpful coaching, effective training and positive communication skills
• Proficiency with the necessary technology
• People focused and performance driven
• Excellent organizational skills
• Attention to detail

Job Type: Full-time

Pay: $64,000.00 – $72,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Experience:

• Call center management: 1 year (Preferred)

Work Location: One location