Technical Call Center Manager

Our client is a global company in the health and wellness space seeking a Technical Call Center Manager to play a pivotal role in driving the success of the company’s customer service operations.

Salary/Hourly Rate:

$80,000

Position Overview:

In this Technical Call Center Manager position, you’ll oversee the Technical Customer Service team, implement processes to elevate service quality, and contribute to making the department a recognized center of excellence. As the Technical Call Center Manager, you will set the standard through your actions, providing ongoing coaching and feedback to help your team achieve their full potential.

Responsibilities of the Technical Call Center Manager:

• Deliver exceptional customer experiences by providing top-notch online technical support
• Manage customer relationships at an operational level, ensuring clear communication and smooth information flow
• Meet and exceed customer service goals, ensuring all KPIs are consistently met
• Ensure customer satisfaction by addressing issues promptly and providing timely, effective solutions
• Monitor team KPIs weekly and take proactive steps to meet performance targets
• Oversee the scheduling and coordination of customer service visits to align with team objectives
• Identify and implement process improvements to enhance team performance and service quality
• Maintain accurate CRM data, ensuring efficiency and reducing unnecessary rework
• Motivate and inspire your team daily, fostering a positive, energetic work environment

Qualifications for the Technical Call Center Manager:

• At least 5 years of experience in a similar role
• Solid knowledge of customer service techniques, communication, and negotiation skills
• Familiarity with customer service best practices and principles
• A long-term, relationship-focused approach to customer care
• A keen eye for identifying and driving process improvements
• Experience with CRM systems (SAP, Salesforce, ServiceMax, or similar platforms is a plus)

Education Requirements:

• Bachelor’s degree is preferred

Benefits:

• Competitive comprehensive benefits package

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As a woman-owned firm, we value diversity. We are an equal opportunity and affirmative action employer and will consider all applications without regard to race, sex (including gender, pregnancy, sexual orientation and gender identity), age, color, religion or creed, national origin or ancestry, veteran status, disability (physical or mental), genetic information, citizenship or any other characteristic protected by law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Candidates who apply for roles through the Atrium website will be added to our candidate pool and may be considered for additional roles of a similar title. Please contact us to request an accommodation.
EOE/M/F/D/V/SO