Call Center Manager (Part-Time)

Since 1992, ELITE Parking Services has been proudly serving Hawaii′s businesses, people, and hospitality industry with the state′s best valet and self-parking services. Our philosophy is to provide the most efficient and courteous valet services at affordable rates and ensure that every guest we serve feels special, secure, and respectfully cared for. We are located at luxury hotels, award-winning fine dining restaurants, major health care facilities, financial institutions, and at prestigious community events.Elite Parking Services is hiring a Call Center Manager. The Call Center Manager is responsible for the management of the day-to-day operations of the call center. This is a part-time position.Primary Responsibilities and Duties:Develop standard operating procedures for the call centerTrain call center personnelCoach call center staff through challenging customer service issuesConduct effective resource planning to maximize the productivity of resources (people, technology, etc.)Collect and analyze call center statistics (sales rates, costs, customer service metrics, etc.) and prepare reports for upper managementEvaluate staff effectiveness and performance annually or on an as-needed basisLead team meetings and give presentations to executivesDevelop monthly, quarterly, and annual call center goals and action plansPrepare work schedules to ensure sufficient coverageReview and approve payroll for call center teamPerform other responsibilities, as requested, or assigned by managementRequirements and Skills:Schedule must be flexible with the ability to travel to locationsProven experience as call center manager or similar positionExperience in customer service is requiredKnowledge of performance evaluation and customer service metricsSolid understanding of reporting and budgeting proceduresExperience in basic financial analysis (cost-effectiveness, cost-benefit, etc.)Proficient in MS Office and call center equipment/software programsOutstanding communication and interpersonal skillsExcellent organizational and leadership skills with a problem-solving abilityPositive and patientHigh school diploma or equivalent; higher degree in a relevant discipline is preferredCertified Call Center Manager (e.g. CCCM) or equivalent qualification is a plusThis position is not remote and relocation expenses are not paid.Elite Parking is an equal opportunity Employer.

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