Call Center Manager in Peachtree City, GA at Johnson Service Group

Date Posted: 9/3/2020

Job Snapshot

Job Description

JobID: 380565

Johnson Service Group, Inc., is actively seeking a Call Center Manager to work near the Fairburn, GA area.  This is a full time position working with a dynamic organization and our client is hiring immediately.

Responsibilities:

  • Responsible for the day to day activities of a high volume inbound technical support call center.
  • Monitors calls and directs activities to ensure that customer service, quality and technical accuracy standards are met.
  • Plans, organizes and manages the activities and staff required to provide support and repair guidance to end users and service technicians.
  • Establishes, implements, and maintains administrative and technical policies and procedures.
  • Consistently monitors staff to identify potential problems, technical gaps, and gaps with trouble shooting and problem solving.
  • Provides coaching, mentoring and performance management.
  • Develops and coordinates technical training activities for technical advisors.
  • Manages and resolves escalated calls. Researches and confers with internal experts on advanced service issues and/or issues related to discontinued or obsolete models.
  • Works closely with Quality, Engineering and other cross functional leaders to ensure consistent, high-quality user interactions and customer-focused product enhancements.
  • Creates and reviews key customer metrics to determine the appropriate improvement action plans.
  • Monitors call volumes and wait times. Takes inbound calls during peak times to ensure that service calls are answered promptly.
  • Ensures that service remedies are accurately documented for each call in the computer system to make certain that notes are available for other technicians in the event that the initial remedy fails and customer calls back.

Requirements:

  • Bachelors’ degree and eight years of advanced technical experience with a broad exposure to a wide variety of mechanical, HVAC and/or refrigeration knowledge.
  • A minimum of two years of leadership experience is required.
  • Knowledge of the operation of ACD phone systems, quality monitoring/recording systems
  • Demonstrated leadership and problem solving skills
  • Exceptional written, verbal, organizational, problem-solving and phone communication skills required
  • Strong organizational, analytical and time management skills required
  • Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
  • Stronger customer service, interpersonal and multi-tasking skills
  • Responsible for employee performance management, performance reviews, appraisals and evaluations.
  • Ensure Standard Operating Procedure guidelines are followed
  • Responsible for managing up to 15 direct reports

Please send resumes to Kathleen Rouse at krouse@jsginc.com and contact me directly at 770-635-1347

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