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{"uid":"6395372662140147802","crypted":"Q3B5L2NiUDZVMnZDWFd1Y080WC9LYXNSMEE9PQ==","location":"Georgia","address":"12176 Clemmie Landing","zip":"72877-6920","country":"US","title":"Call Center Manager","slug":"call-center-manager","sumary":" ...Call\u00a0Center Manager\u00a0\r\n\r\n Position Summary:\u00a0\r\n The Call Center Manager\u00a0is responsible for\u00a0leading and\u00a0optimizing\u00a0the\u00a0call center's operations\u00a0to deliver exceptional customer experiences. This role requires a strong understanding of call center technologies, IVR routing,... ","company":"Cennox","description":"<p> Call\u00a0Center Manager\u00a0<\/p><p><\/p><p> Position Summary:\u00a0<\/p><p> The Call Center Manager\u00a0is responsible for\u00a0leading and\u00a0optimizing\u00a0the\u00a0call center's operations\u00a0to deliver exceptional customer experiences. This role requires a strong understanding of call center technologies, IVR routing, and process-driven methodologies. The ideal candidate is an excellent communicator, skilled at building relationships, and capable of managing multiple initiatives while driving efficiency and continuous improvement. \u00a0This position will report to\u00a0the Customer Care Center Leader\u00a0and is remote\u00a0<\/p><p><\/p><p> Primary Duties and\u00a0Responsibilities:\u00a0<\/p><ul><li> Provides direction and communication to employees so that customer service calls are answered in a timely,\u202fefficient, and knowledgeable manner.\u202f\u202f<\/li><li> Manages call traffic control and agent work groups and Call Reporting.\u202f<\/li><li> Optimize\u202fQuality Assurance best practices to help enhance the quality of the service the Customer Care Center team provides to customers, which includes level loading and call trafficking.\u202f<\/li><li> Provide statistical and performance feedback and coaching regularly through Quality Assurance call monitoring, and holding agents accountable for all performance standards, through proper use of reports and trend analysis.\u202f<\/li><li> Handles\u202fescalated\u202fcustomer service issues,\u202fensures\u202fproper follow-up and documentation.\u202f<\/li><li> Establishes work procedures and processes that support the company and departmental standards, procedures, and strategic directives.\u202f<\/li><li> Provides continual evaluation of processes and procedures to meet the department\u2019s financial\u202fobjectives.\u202f<\/li><li> Ensures employees have\u202fappropriate training\u202fand other resources to perform their jobs.\u202f<\/li><li> Available for employees who experience work and\/or personal challenges, providing\u202fappropriate coaching, counseling, corrective action,\u202fdirection, and resolution.\u202f<\/li><li> Create, communicate, and present reporting as it relates to the nature of the business. Provide trend summaries and training opportunities.\u202f<\/li><li> Works as a member\/leader of special or ongoing projects that are important to area\/process improvement.\u202f<\/li><li> Creates and\u202fmaintains\u202fa high-quality work\u202fenvironment\u202fso team members are motivated to perform at their highest level.\u202f<\/li><li> Performs other duties as assigned\u202f<\/li><\/ul><p><\/p><p> Skills Required:\u00a0<\/p><ul><li> Strong organizational skills\u202f<\/li><li> Excellent written and verbal communication skills\u202f<\/li><li> Ability to communicate\u202feffectively with internal and external customers\u202f<br> <br> <ul><li> Proven ability to multi-task and manage timelines and deadlines\u202f<\/li><li> Pay close attention to detail, accuracy, and completeness\u202f<\/li><li> Demonstrate strong problem-solving skills, and customer service skills\u202f<\/li><li> Proficient computer skills including using Microsoft Office\u202fSuite, particularly Excel, Outlook, Word, and PowerPoint\u202f<\/li><li> Ability to apply common\u202fsense\u202funderstanding to carry out instructions\u202ffurnished\u202fin written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations\u202f<\/li><li> Ability to use sound judgement to make good decisions based on information gathered and analyzed\u202f<ul><li> Willing to take responsibility and act independently when necessary <\/li><\/ul><\/li><\/ul><\/li><li><p><\/p><p> Education and Experience: <\/p><ul><li> Bachelor\u2019s degree in Business, Communications, or related field (or equivalent experience)<\/li><li>5+years of experience in call center operations, with at least 2 years in a leadership role <\/li><li> Proficiency in call center technologies, including IVR routing and workforce management systems. <\/li><li> Strong process orientation with proven ability to implement operational improvements. <\/li><li> Excellent communication and relationship-building skills. <\/li><li> Ability to manage multiple priorities and drive results in a fast-paced environment. <\/li><\/ul><\/li><li><p><\/p><p> Physical Requirements: <\/p><ul><li> Ability to sit and stay focused for long periods of time <\/li><li> Vision correctable to 20\/20<br> Finger dexterity for keyboarding and computer usage <\/li><\/ul><\/li><\/ul><p><\/p>","tags":"Full time, Work at office, Remote work, ","url_out":"https:\/\/jooble.org\/desc\/6395372662140147802?ckey=call-center&rgn=-1&pos=20&groupId=38400&elckey=-1861706657766666794&pageType=20&p=1&sid=3823851523704317500&jobAge=1055&relb=100&brelb=100&bscr=17129.497711739336&scr=17129.497711739336&searchTestGroup=1_2_1&iid=-1684523526604186701","salary":"","currency":"USD","pubDate":1764547200}Anon7 - 2022
AnonSec Team