Fung Group
Customer Service Manager (Call Center)
Fung Group, La Mesa, California, United States, 91942
Are you a movement maker? Are you seeking new and exciting career opportunities?Here is what you need to know about the job:Location: San Diego, CAThe Cell Center Manager’s role is to oversee the entire call center staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Call Center functions. The Call Center Manager will also contribute to problem resolution by giving in-person, hands-on support to end users for elevated issues.Responsibilities
Manage the processing of incoming calls to the Call Center via telephone, e-mail and electronic messaging to ensure courteous, timely, and effective resolution of end user issues.Design and enforce request handling and escalation policies and procedures.Establish and enforce Call Center service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.Monitor and review calls to ensure problems have been adequately resolved.Maintain knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.Analyze performance of Call Center activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.Track and analyze trends in Call Center requests and generate statistical reports measuring performance vs established KPIs.Assess need for any product reconfigurations (minor or significant) based on request trends and make recommendations.Oversee the development, implementation, and administration of Call Center staff training procedures and policies.Oversee development and dissemination of assembly instructions, usage guides, and FAQ lists for end users.Prepare budget proposals and operational expenditure statements.Collaborate with other departments to identify and/or procure Call Center procedures related to new items and processes.Conduct research on emerging products, services, protocols, and standards in support of Call Center technology procurement and development efforts.Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Call Center issues and technologies.Train, coach, and mentor Call Center agents and other staff.Plan and conduct performance appraisals of Call Center staff, administer disciplinary action, raises, bonuses, and promotions when necessary.Position Requirements
College diploma or university degree in related field and/or 5 years equivalent work experience.Deep-seated experience with call center operations.Demonstrated progressive experience in the management of a call center support team.Proven track record of developing and providing Service Level Agreements and Call Center deliverables.Solid relationship management and performance management skills.Ability to motivate and direct staff members and subordinates.Exceptional written and oral communication skills.Strong documentation skills.Ability to present ideas in user-friendly language to non-technical staff and end users.Keen attention to detail.Proven analytical and problem-solving abilities.Ability to effectively prioritize and execute tasks in a high-pressure environment.Exceptional customer service orientation.Experience working in a team-oriented, collaborative environment.Work Conditions
Additional working hours as requiredSitting for extended periods of time.If this sounds like you, Apply Now!
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Manage the processing of incoming calls to the Call Center via telephone, e-mail and electronic messaging to ensure courteous, timely, and effective resolution of end user issues.Design and enforce request handling and escalation policies and procedures.Establish and enforce Call Center service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.Monitor and review calls to ensure problems have been adequately resolved.Maintain knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.Analyze performance of Call Center activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.Track and analyze trends in Call Center requests and generate statistical reports measuring performance vs established KPIs.Assess need for any product reconfigurations (minor or significant) based on request trends and make recommendations.Oversee the development, implementation, and administration of Call Center staff training procedures and policies.Oversee development and dissemination of assembly instructions, usage guides, and FAQ lists for end users.Prepare budget proposals and operational expenditure statements.Collaborate with other departments to identify and/or procure Call Center procedures related to new items and processes.Conduct research on emerging products, services, protocols, and standards in support of Call Center technology procurement and development efforts.Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Call Center issues and technologies.Train, coach, and mentor Call Center agents and other staff.Plan and conduct performance appraisals of Call Center staff, administer disciplinary action, raises, bonuses, and promotions when necessary.Position Requirements
College diploma or university degree in related field and/or 5 years equivalent work experience.Deep-seated experience with call center operations.Demonstrated progressive experience in the management of a call center support team.Proven track record of developing and providing Service Level Agreements and Call Center deliverables.Solid relationship management and performance management skills.Ability to motivate and direct staff members and subordinates.Exceptional written and oral communication skills.Strong documentation skills.Ability to present ideas in user-friendly language to non-technical staff and end users.Keen attention to detail.Proven analytical and problem-solving abilities.Ability to effectively prioritize and execute tasks in a high-pressure environment.Exceptional customer service orientation.Experience working in a team-oriented, collaborative environment.Work Conditions
Additional working hours as requiredSitting for extended periods of time.If this sounds like you, Apply Now!
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