Online Call Center Manager

Job Description:

ABM Industries is seeking an experienced and motivated Online Call Center Manager to join our team in New York City, New York. As a Mid-to-Senior level position, the Online Call Center Manager will be responsible for overseeing all aspects of our online call center operations, ensuring effective and efficient customer service delivery.

Responsibilities: 1. Manage and oversee a team of online call center representatives, providing leadership, guidance, and support to ensure excellent customer service. 2. Develop and implement strategies to improve call center performance, including setting and monitoring KPIs, call monitoring, and coaching. 3. Analyze call center data and metrics to identify trends and areas for improvement, and make data-driven decisions to enhance productivity and meet company goals. 4. Collaborate with other departments to ensure seamless communication and coordination across various business functions. 5. Handle escalated customer calls and complaints, providing solutions and resolutions in a timely and professional manner. 6. Train, onboard, and mentor new call center employees, fostering a culture of continuous learning and development. 7. Stay up-to-date on industry trends and best practices in call center management to drive innovation and efficiency.

Requirements: 1. Bachelor's degree in Business Administration, Marketing, Communications, or related field. 2. Minimum of 6 years of experience in call center management or customer service. 3. Excellent communication skills, both verbal and written, with strong interpersonal skills. 4. Proven track record of leading and managing teams to success, with a focus on customer satisfaction. 5. Ability to multitask, prioritize, and problem-solve in a fast-paced environment. 6. Strong critical thinking skills and emotional intelligence to handle challenging situations with empathy and professionalism. 7. Motivated, energetic, and able to inspire and motivate others to achieve goals.

Benefits: - Dental insurance - Remote work flexibility - Profit sharing

Working Environment: At ABM Industries, we strive for a harmonious workplace where collaboration and respect prevail. We value diversity and inclusion and are committed to creating a supportive and inclusive work environment for all employees.

Equal Opportunity Statement: ABM Industries is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We encourage all qualified individuals to apply for this position.

Don't miss this exciting opportunity to join ABM Industries as an Online Call Center Manager in New York City! Apply by the deadline of June 27, 2024, to be considered for this role.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.