Harmar
Call Center Manager
Harmar, Fort Myers, Florida, United States, 33916
Description
Want a fulfilling job while working for a Great Place to Work certified company? Looking for opportunities to grow in your position and enhance your craft? Do you enjoy working with a team, where your opinions and ideas are strongly valued? Lift your life by joining Harmar Mobility, where our purpose is to lift lives within our team, among our network of dealers, and in our communities across the nation. We manufacture mobility device lifts for vehicles and accessibility products to help those with mobility difficulties enjoy their independence and continue to make meaningful memories, whether they’re at home or on the road.
As the Call Center Manager at Harmar, your primary responsibility will be to guide our customer support team towards delivering outstanding service and ensuring customer/dealer satisfaction. Your leadership will play a pivotal role in shaping and overseeing the call center's operations. Leading by example, you will cultivate an environment of excellence and ongoing enhancement, aiming to not only meet but surpass customer expectations.Key Responsibilities
Lead and manage the call center support team.Develop and implement customer service policies, procedures, and standards to ensure consistent and exceptional service delivery across all channels.Monitor and analyze call center performance metrics, such as average response time, resolution rate, abandonment rate, and customer satisfaction scores.Identify opportunities for process improvement and implement strategies to enhance operational efficiency and customer satisfaction.Collaborate with cross-functional teams, including sales, marketing, and IT, to address customer feedback and enhance the overall customer experience.Stay informed about industry trends and best practices in customer service and call center management to drive continuous improvement and innovation.Requirements
Bachelor’s degree in business administration, Marketing, or related field.5 years of experience in call center management.Proven track record of successfully leading and developing high-performing customer support teams.Strong understanding of customer service principles and practices, with a focus on delivering exceptional customer experiences across multiple channels.Knowledge of call center systems and call routing including call queue management.Proven track record in establishing and nurturing a thriving call center from inception.Experience developing customer support tools (e.g., CRM software, Salesforce, Vonage, live chat systems).Excellent communication and interpersonal skills, with the ability to effectively collaborate and build relationships across all levels of the organization.Analytical mindset with the ability to interpret data and metrics to drive informed decisions and strategies.Certification in call center management or customer service (e.g., CCM, CCTM) is a plus.Benefits
Competitive salary and performance-based incentives.Comprehensive health, dental, and vision insurance plans.Retirement savings plan with company match.Paid time off and holidays.Professional development opportunities and ongoing training programs.Dynamic and inclusive work environment with opportunities for growth and advancement.Harmar’s Core Values
To maintain a positive, inclusive, and productive environment, Harmar Mobility has established six core values: Team Player, Gets Stuff Done, Can-do Attitude, Genuinely Cares, Does the Right Thing, and Embraces Inclusion. Feel as though you align with our core values? We’d love to hear from you!Harmar Mobility is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, ancestry, religion, orientation, age, sex, marital status, national origin, disability, genetic information, or veteran status.
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Want a fulfilling job while working for a Great Place to Work certified company? Looking for opportunities to grow in your position and enhance your craft? Do you enjoy working with a team, where your opinions and ideas are strongly valued? Lift your life by joining Harmar Mobility, where our purpose is to lift lives within our team, among our network of dealers, and in our communities across the nation. We manufacture mobility device lifts for vehicles and accessibility products to help those with mobility difficulties enjoy their independence and continue to make meaningful memories, whether they’re at home or on the road.
As the Call Center Manager at Harmar, your primary responsibility will be to guide our customer support team towards delivering outstanding service and ensuring customer/dealer satisfaction. Your leadership will play a pivotal role in shaping and overseeing the call center's operations. Leading by example, you will cultivate an environment of excellence and ongoing enhancement, aiming to not only meet but surpass customer expectations.Key Responsibilities
Lead and manage the call center support team.Develop and implement customer service policies, procedures, and standards to ensure consistent and exceptional service delivery across all channels.Monitor and analyze call center performance metrics, such as average response time, resolution rate, abandonment rate, and customer satisfaction scores.Identify opportunities for process improvement and implement strategies to enhance operational efficiency and customer satisfaction.Collaborate with cross-functional teams, including sales, marketing, and IT, to address customer feedback and enhance the overall customer experience.Stay informed about industry trends and best practices in customer service and call center management to drive continuous improvement and innovation.Requirements
Bachelor’s degree in business administration, Marketing, or related field.5 years of experience in call center management.Proven track record of successfully leading and developing high-performing customer support teams.Strong understanding of customer service principles and practices, with a focus on delivering exceptional customer experiences across multiple channels.Knowledge of call center systems and call routing including call queue management.Proven track record in establishing and nurturing a thriving call center from inception.Experience developing customer support tools (e.g., CRM software, Salesforce, Vonage, live chat systems).Excellent communication and interpersonal skills, with the ability to effectively collaborate and build relationships across all levels of the organization.Analytical mindset with the ability to interpret data and metrics to drive informed decisions and strategies.Certification in call center management or customer service (e.g., CCM, CCTM) is a plus.Benefits
Competitive salary and performance-based incentives.Comprehensive health, dental, and vision insurance plans.Retirement savings plan with company match.Paid time off and holidays.Professional development opportunities and ongoing training programs.Dynamic and inclusive work environment with opportunities for growth and advancement.Harmar’s Core Values
To maintain a positive, inclusive, and productive environment, Harmar Mobility has established six core values: Team Player, Gets Stuff Done, Can-do Attitude, Genuinely Cares, Does the Right Thing, and Embraces Inclusion. Feel as though you align with our core values? We’d love to hear from you!Harmar Mobility is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, ancestry, religion, orientation, age, sex, marital status, national origin, disability, genetic information, or veteran status.
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