Outbound Call Center Manager jobs in Worcester, MA

New England Spas has been the leading Hot Tub dealer in Massachusetts for over 40 years. We are seeking a highly motivated and experienced Call Center Supervisor/ Manager to join our team. This individual will be responsible for overseeing the daily operations of our call center and ensuring that our team delivers exceptional customer service. Your leadership skills and strong communication abilities will be essential in driving the success of our call center.

DAY TO DAY:

• Track calls and queue analytics daily
• Weekly call recording auditing & quality control check
• Provide quality improvement training
• Train candidates to solve customer needs
• Motivate and guide team members through taking escalated calls
• Prepare and track reports to increase customer satisfaction
• Work with escalated customers to find solutions
• Optimize processes to improve the call center.
• Distribute work flow in a manner that is manageable to the team
• Provide dates for service appointments
• Track collections on a spreadsheet weekly
• Lead office meetings
• Ensure the call center and all of its employees are adhering to all department policies
• Work with brand manager/service manager for service promotions and marketing

SUCCESS CHARACTERISTICS:

Self motivated, customer focused individual with strong leadership, organizational, time-management, and communication skills.

QUALIFICATIONS AND EXPERIENCE:

• 3 years of experience in a customer service role, 1 year of experience in a leadership role
• Positive, friendly attitude and willingness to learn
• High school diploma preferred

Job Type: Full-time

Pay: $19.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Ability to Relocate:

• Westborough, MA 01581: Relocate before starting work (Required)

Work Location: In person