Job Description

MVD Express is looking for an experienced (2 year minimum) Call Center Manager to Manager daily operations and personnel aiming for maximum efficiency and cost-effectiveness. This is a unique call center consisting of 10-12 personnel that operates Monday-Saturday 8am- 6pm, taking inbound Motor Vehicle questions and transactions.   You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.

An excellent Call Center Manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a  Call Center Manager, you must also have excellent customer service and communication skills.

The goal is to do everything possible to attain goals and achieve great results for our company.

 

Responsibilities

  • Develop objectives for the call center’s day-to-day activities
  • Conduct 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.)
  • Coach and provide training to personnel to maintain high customer service standards
  • Monitor and improve  telephone handling and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for upper management

Skills / Requirements

Requirements

  • A Minimum of Proven 2 Years Call Center Management or Supervisor experience
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Proficient in MS Office and call center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and patient
  • High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
  • Must pass a criminal background check
  • No DUI's