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Call Center Manager


Call Center ManagerSMARTHOME is the world's leader in home automation and approaching our 16th birthday. Through our three divisions we retail over 5,000 products (www.smarthome.com), manufacture a wide range of remote control lighting products, and develop cutting edge technologies like INSTEON (www.insteon.net). Uses for our products include remote control lighting, whole-house automation, security and surveillance, home entertainment, and pet careWe 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. Smarthome has an established customer base with a reputation for 'above and beyond' customer service. This role is an extremely important part of our organization.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
  • Ensure service level agreements (SLA's) are achieved at our offsite call center
  • 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
  • Monitor queues to ensure call volumes and effectively and properly managed
  • 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; experience with online shopping
  • 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
  • Flexible Spending Account
  • Life Insurance
  • Long Term Disability
  • Voluntary Vision Plan
  • Friendly, casual environment with emphasis on teamwork
  • Employee discounts
  • How to apply:Please forward your resume, along with your salary requirement (or history) to [email protected] applicants only.Smarthome is an equal opportunity employer


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