$$$Up $55k/Call Center Manager$$$ – Huntington Beach

We are seeking a professional and experienced Call Center Manager to raise the bar and create success within the Customer Service and Product Support Departments in our Call Center.

Responsibilities:
Work closely with the Call Center Supervisor to ensure that appropriate and challenging goals are set and achieved/exceeded
Develop and deliver training to call center personnel to ensure that the following are met: proper methods of effective customer support, phone etiquette, including policies and procedures, product knowledge, tactics for up-selling and cross selling to achieve sales initiatives
Lead by example and provide assistance to staff to ensure company core values are practiced with both internal and external customers
Manage the activities of reporting Supervisors to achieve daily/weekly/monthly objectives such as sales goals, service level metrics, product promotion, etc.
Manage data entry team to ensure project deadlines are met for partner vendors
Maintain high level of service quality and standards by analyzing and effectively resolving quality and service related problems; identifying trends and making the necessary corrections
Able to identify and recommend system or procedural improvements
Perform live and recorded call monitoring sessions to ensure all quality assurance guidelines are met, and to provide mentoring/coaching with all call center personnel
Complete semi-annual performance evaluations on all direct reports
Effectively demonstrate people management skills with personnel coaching, skill development, and quick and effective conflict resolution
Responsible for employee hiring, new hire training, and terminations
Motivate and drive for success through creation, implementation, and management of performance based recognition programs
Maintain up to date knowledge on industry standards and new developments
Coordinating compensation bonus plans or incentive programs
Maintain daily, weekly, monthly, and yearly call center metrics performance data
Manage Customer Support budget
Employee shift scheduling
Other projects as assigned

Experience Required:
Minimum 2 years experience managing a high volume call center
Bachelors Degree within an equivalent or related industry is preferred
Offshore call center knowledge is preferred
Solid knowledge or experience related to call center operations
P/L budget management, forecasting on weekly/monthly basis
Strong leadership skills
Internet Savvy
Ability to motivate, and create the need/desire to achieve success
Excellent time management skills; ability to prioritize and get the job done
Ability to accurately determine customer satisfaction
Ability to communicate effectively with members of executive management team
Ability to predict problematic situations, make recommendations, and take preemptive measures
Flexibility to changing situations due to growth, etc.

Benefits:
401(k)
Medical & Dental Plans



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Salary: 45000 - 55000