Calwater Jobs – Call Center Operations Manager

Website California Water Service Company

Job Description:

Regional Customer Service Call Center Manager will manage the daily Regional Customer Center operations for one of the designated California Water Service centers. The Customer Service Call Center Manager will ensure that his/her team provides quality customer service, performs at the level needed to meet internal and external metrics and enforces company policies and procedures.

Job Responsibilities:

  • Manages a team of Customer Service Representatives and Customer Service Supervisor, day to day activities
  • Responsible for overall team performance including analyzing the call center reports, and operational data to suggest needed improvements to improve overall workflow and customer experience
  • Responsible for creating reports including analysis to project justifications, service improvements, capital projects, and performance management
  • Maintains an active role in hiring, training, and supporting the Call Center team
  • Conducts effective resource planning to maximize group productivity
  • Reviews call-center statistics to manage and balance queue coverage, ensuring operational duties/tasks are met within the required timeframes
  • Acts as a resource to assist CSRs with questions, call escalations, and complex issues
  • Ensures company Key Performance Indicators (KPI’s) for customer service standards are met
  • Ensures all staff is fully trained. Provides ongoing coaching to maintain quality standards
  • Reviews and approves customer account adjustments as required
  • Investigates and responds to customer CPUC complaints

Job Requirements:

  • Bachelor’s degree in a relevant field and/or equivalent transferrable work experience
  • Five years in a supervisory role or similar position
  • Exceptional interpersonal skills, strong coaching, and ability to motivate staff
  • Highly detailed oriented
  • Strong understanding of customer service metrics and call center reporting data
  • Excellent organizational and leadership skills with a problem-solving ability
  • Ability to manage multiple projects, competing priorities, and deadlines
  • Able to adapt to an ever-changing environment, open to change
  • Knowledge of performance management
  • Strong communication skills; must be able to effectively and clearly communicate with internal and external customers
  • Proficient in MS Office, CC&B, and Mitel call center equipment/software programs

Job Details:

Company: California Water Service Company

Vacancy Type: Full Time

Job Functions: Others

Job Location: Sacramento, CA, US

Application Deadline: N/A

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