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Call Center Manager-MVD Express
at MVD Express
MVD Express is looking for an experienced (2 year minimum) Call Center Manager to Manager daily operations and personnel aiming for maximum efficiency and cost-effectiveness. This is a unique call center consisting of 10-12 personnel that operates Monday-Saturday 8am- 6pm, taking inbound Motor Vehicle questions and transactions. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.
An excellent Call Center Manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a Call Center Manager, you must also have excellent customer service and communication skills.
The goal is to do everything possible to attain goals and achieve great results for our company.
- Develop objectives for the call center’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
- Coach and provide training to personnel to maintain high customer service standards
- Monitor and improve telephone handling and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for upper management
Skill / Requirements
- A Minimum of Proven 2 Years Call Center Management or Supervisor experience
- Experience in customer service is required
- Knowledge of performance evaluation and customer service metrics
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient
- High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
- Must pass a criminal background check
- No DUI's