Call Center Manager in Noblesville, IN at Vaco

Date Posted: 6/3/2019

Job Snapshot

Job Description

Vaco Indianapolis has partnered with a Manufacturing company in Noblesville to fill a Call Center Manager.

This position is responsible for maximizing customer satisfaction by providing a Single Point of Contact support center and aligning them with corporate objectives.

Responsibilities include but not limited to:

  • Determine customer support requirements by identifying statistical trends, conducting surveys, benchmarking best practices, maintaining contact with customers, visiting operational environments, internal auditing, and analyzing information and applications.
  • Implement quality and productivity standards that meet customer support requirements.
  • Establish and communicate support metrics that monitor the service performance of the department.
  • Prepare and manage action plans to implement activities that improve the process and support effectiveness.
  • Collectively resolve any problem that conflicts with meeting department objectives.
  • Effectively communicate expectations by establishing job standards, reviewing job contributions according to those standards, coach associates towards meeting those standards, yet counsel when standards are not being met.
  • Establish and execute a training plan that meets the departmental responsibility to the organization.
  • Create and administer annual performance appraisals with each associate to assess their performance according to department and company standards.
  • Forecasting departmental requirements that creatively influence the minimization of expenditures.
  • Manage an annual budget that does not exceed those requirements.
  • Maintain departmental resources that meet the standards set within the corporate objectives.