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Call Center Manager
Can you have stability and high growth? Can you enjoy being in a small business environment, while also benefiting from being backed by an extensive network of companies and professionals with decades of success? Can you be in a recession resistant, truly essential business and use your marketing savvy to help transform a company?
Yes, you can.
Job Summary
You will run point on strategic call center initiatives that will move the needle for a trusted brand by bringing experience, passion and some serious analytical chops to identify, unpack and recommend solutions to customer service opportunities. You will analyze trends and data and implement new ideas for call flows, overflow strategies, etc. to best support your customers.
You will be responsible for coaching and managing a team of customer service representatives to deliver important call center performance metrics like average speed to answer, Service Levels, Abandon rates, etc. You will develop and implement new processes that will improve the customer experience through productivity, staffing, and high-quality interactions. You will hire talented employees who can act as the voice of the company.
In addition to typical call center metrics, you will also be responsible for revenue generating activities to improve the business by driving performance of customer service representatives in appointment booking, overcoming objections, and growth through new membership plans. Additionally, you will manage the dispatching team that operates as the brains of the operations matching customers with technicians.
That is a lot! So, to do all of this, you have the balance of strategic thinking, project management and analytical abilities to drive multi-faceted initiatives, as well as a people first mindset in driving improvement and top performance. You enjoy being able to critically evaluate information gathered from multiple sources and develop your customer service representatives into the best team they can be.
Interested? This role will be filled soon, so read on and if you qualify and have passion to excel – let us know!
Responsibilities:
Qualifications:
Who WE Are:
At Absolute we have a small business feel, but large business size, growth, and stability. We have hard-working teams that are dedicated to the company's continued success and are rewarded well for their contributions.
We prioritize our employees and welcome you to the family through on-going training, and unmatched rewards, like full benefits, and a 401k match. If this sounds like something you would like to join for a long-term career move, apply today!
Rewards
You’ll enjoy a full suite of benefits including Medical, Dental, Life, Vision and other insurance, an excellent match on 401k up to 4%, and the opportunity to make a difference. The right candidate will be offered a competitive compensation package including bonus, based on performance and will be based in Phoenix.
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