Facilities Call Center CMMS Lead
3.
1 San Francisco, CA San Francisco, CA Full-time Full-time $100,000 - $120,000 a year $100,000 - $120,000 a year 1 day ago 1 day ago 1 day ago We are seeking a motivated and experienced Call Center Lead to join our dynamic customer service team.
As a Call Center Lead, you will be responsible for overseeing day-to-day operations, managing a team of customer service representatives, and ensuring the delivery of exceptional service to our customers.
The ideal candidate will have a strong background in call center operations, excellent leadership skills, and a commitment to achieving high levels of customer satisfaction.
Responsibilities:
Team Leadership:
Lead and motivate a team of customer service representatives, providing guidance, coaching, and support.
Foster a positive and collaborative team environment focused on achieving performance goals and delivering outstanding customer service.
Performance Management:
Set performance expectations and key performance indicators (KPIs) for the team.
Monitor and evaluate team performance, providing regular feedback and conducting performance reviews.
Call Center Operations:
Oversee daily call center operations, ensuring efficient and effective handling of customer inquiries, issues, and requests.
Manage call queues, staffing levels, and scheduling to meet service level agreements.
Quality Assurance:
Implement and monitor quality assurance processes to ensure consistent and high-quality customer interactions.
Conduct regular audits of calls and provide constructive feedback to team members.
Training and Development:
Develop and deliver training programs to enhance the skills and knowledge of the customer service team.
Identify and address training needs to improve overall team performance.
Customer Satisfaction:
Monitor customer satisfaction metrics and implement strategies to improve customer experience.
Address escalated customer issues promptly and effectively.
Reporting and Analysis:
Generate and analyze call center performance reports, identifying trends, areas for improvement, and opportunities for efficiency.
Provide regular updates to management on team performance and key metrics.
Qualifications:
High school diploma required; bachelor's degree preferred.
3
years of experience in call center operations, with at least 1-2 years in a leadership role.
Proven track record of achieving and exceeding performance targets.
Strong communication and interpersonal skills.
Familiarity with call center technology and software.
Pay:
$100,000 - $120,000.
The pay listed is the salary range or the hourly rate for this position.
A specific offer will vary based on the applicant's experience, skills, abilities, geographic location, and alignment with market data.
Benefit Information:
ABM offers a comprehensive benefits package.
For information about ABM's benefits, visit ABM 2024 Employee Benefits Staff and Management Team Members.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
1 San Francisco, CA San Francisco, CA Full-time Full-time $100,000 - $120,000 a year $100,000 - $120,000 a year 1 day ago 1 day ago 1 day ago We are seeking a motivated and experienced Call Center Lead to join our dynamic customer service team.
As a Call Center Lead, you will be responsible for overseeing day-to-day operations, managing a team of customer service representatives, and ensuring the delivery of exceptional service to our customers.
The ideal candidate will have a strong background in call center operations, excellent leadership skills, and a commitment to achieving high levels of customer satisfaction.
Responsibilities:
Team Leadership:
Lead and motivate a team of customer service representatives, providing guidance, coaching, and support.
Foster a positive and collaborative team environment focused on achieving performance goals and delivering outstanding customer service.
Performance Management:
Set performance expectations and key performance indicators (KPIs) for the team.
Monitor and evaluate team performance, providing regular feedback and conducting performance reviews.
Call Center Operations:
Oversee daily call center operations, ensuring efficient and effective handling of customer inquiries, issues, and requests.
Manage call queues, staffing levels, and scheduling to meet service level agreements.
Quality Assurance:
Implement and monitor quality assurance processes to ensure consistent and high-quality customer interactions.
Conduct regular audits of calls and provide constructive feedback to team members.
Training and Development:
Develop and deliver training programs to enhance the skills and knowledge of the customer service team.
Identify and address training needs to improve overall team performance.
Customer Satisfaction:
Monitor customer satisfaction metrics and implement strategies to improve customer experience.
Address escalated customer issues promptly and effectively.
Reporting and Analysis:
Generate and analyze call center performance reports, identifying trends, areas for improvement, and opportunities for efficiency.
Provide regular updates to management on team performance and key metrics.
Qualifications:
High school diploma required; bachelor's degree preferred.
3
years of experience in call center operations, with at least 1-2 years in a leadership role.
Proven track record of achieving and exceeding performance targets.
Strong communication and interpersonal skills.
Familiarity with call center technology and software.
Pay:
$100,000 - $120,000.
The pay listed is the salary range or the hourly rate for this position.
A specific offer will vary based on the applicant's experience, skills, abilities, geographic location, and alignment with market data.
Benefit Information:
ABM offers a comprehensive benefits package.
For information about ABM's benefits, visit ABM 2024 Employee Benefits Staff and Management Team Members.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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