Job description

Call Center Manager Job description

Metro Vein Centers is a premier provider of vein and vascular treatments across 18 locations nationwide. As we enter the next stage of our company growth, we are looking to hire an experienced Call Center Manager to lead a 20-person team in New York and (remotely) in Michigan. The Call Center Manager must have experience leading a high-volume, fast-passed Call Center while meeting the highest standards of customer service.

In this position, you will oversee all customer contacts across phone, email, text, and online communication and coach our growing team, inspiring them to surpass their performance goals and provide industry-leading customer service. You will monitor progress based on performance findings and your observations and offer operational enhancements through implementation of a Customer Service Quality Assurance program. You will be responsible for ensuring the success of Call Center technology and work with the Business Operations Manager on technological systems implementation and management.

Call Center Manager Duties and Responsibilities

• Manage the day-to-day operations of the Call Center across all customer touch points - phone, email, text, social media, and online chat communication.
• Oversees the development and evaluation of internal processes to ensure customer satisfaction, efficient operations, and the accurate and timely resolution of complaints, problems and issues.
• Ensures exceptional customer service and adherence to all policies and procedures. Coaches staff to ensure quality customer service and prompt and accurate completion of all required documentation.
• Implement a rigorous Customer Service Quality Assurance program to develop and maintains a strong customer service focus across all communication touch points.
• Monitors effectiveness of call center activities (e.g., number of calls, responsiveness, missed calls, and other performance KPIs) to ensure efficient operations. Utilizes analytcical reports to identify trends and recommends changes in strategy and business to improve performance.
• Performs all managerial duties such as staff training, evaluation of staff performance, along with hiring, promoting and terminating staff, as needed.

Call Center Manager Skills and qualifications

• 3+ years of work experience in a Call Center Supervisor or Manager role
• Fluent in spanish a plus, but not required
• Ability to manage teams across multiple locations and virtually
• Excellent interpersonal skills, problem-solving, and leadership skills
• Ability to remain calm in stressful situations and respond to customer complaints in a timely and professional manner.
• Extensive knowledge of online call center phone and tracking systems
• Experience leveraging analytics and reporting
• Experience leading a Quality Assurance program and coaching staff to meet organizational high customer service standards

About Us

Metro Vein Centers is a national leader in providing vein and vascular care. With clinics in New York, New Jersey, Michigan, we are undergoing an exciting period of expansion and development with significant opportunities for employees to grow with the organization.

Job Type: Full-time

Pay: $65,000.00 - $85,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Application Question(s):

• Please provide an email to reach you at

Language:

• Spanish (Preferred)

Work Location: One location

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