Contact Center Manager

Adam's Pest Control Inc•Medina, MN

About The Position

Adam's Pest Control - Medina office, is currently hiring a full-time Contact Center Manager. In this role, you will manage our contact center staff, including Agents, Leads, and Assistant Managers, and their activities while coordinating with leadership and our Regional Managers.

Requirements

High School Diploma or GED equivalent
Minimum 3+ years’ work experience in Contact / Call Center management role
Previous work-related experience, especially in service-related industry
Proficient computer and phone skills
Ability to pass a drug screen, medical exam, and criminal background check

Nice To Haves

Higher education in relation to Business Administration
Customer service experience
Ability to work before 8 AM, after 5 PM, and on weekends as needed

Responsibilities

Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
Resolve customer complaints or answer customers' questions regarding policies and procedures.
Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
Review records or reports pertaining to activities such as production or payroll to verify details, monitor work activities, or evaluate performance.
Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
Create, assign and maintain contact center agent schedules to achieve service goals and financial targets.
Coordinates with Regional Managers to support Technician scheduling and route planning. Work cooperatively to resolve customer concerns.
Assists in recruiting, interviewing, and selecting employees.
Interpret and communicate work procedures and company policies to staff.
Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
Other duties as assigned.