Call Center Service Manager (Inbound Service) Burlington, NJ

A national leader in foodservice dispensed beverages, who continues to lead the foodservice industry with an unparalleled assortment of dispensed beverages, is looking for an "Experienced" (5 plus years) Call Center Service Manager at its Burlington, NJ facility. Position reports directly to the Director of Service Operations.  Note: The company would "prefer" a candidate who presently lives in the general Burlington, NJ area but will consider a "Limited" paid relocation package for the right person. 

 

GENERAL SUMMARY:

Manages and coordinates call center activities, on a national scale, to provide superior customer service for its beverage dispensing equipment and to insure the accuracy and timeliness of data collected and distributed.  Supervises 5 plus call center service reps and numerous 3rd party independent service contractors. 

 

EDUCATION:Bachelor's Degree preferred.

 

EXPERIENCE:

 Candidate must have 5 plus years experience in Inbound Call Center Customer Service Management.  Experience managing an Inbound call center customer service work force.Hands on experience operating a predictive dialer system. Ability to develop and structure a high performance customer service organization with experience in managing customer service cycles. Innovative !!  Someone who can identify areas for innovation and turn vision into reality.  A builder, not a "caretaker".  An entreprenurial spirit who assumes responsibility and delivers results without constant supervision. Strong working knowledge of data base management. A high degree of energy, reliability, and organization. Good computer skills. Excellent interpersonal and communication skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Manages productivity of service dispatch invoice/work ticket processing employees.Prepares work schedules; expedites workflow; schedules and adjusts staffing based on time of day, day of week, sales promotions, equipment “roll outs�, other anticipated events, and PBXs data to deliver superior customer service.Creates and monitors execution of work procedures to insure efficiency and high levels of customer satisfaction.Audits call distribution system by configuring the telephone system to automatically distribute calls among service dispatch employees as required to meet work load while insuring the proper flow of incoming service calls based on time and day.Manages the processing of work tickets/invoices to compile service related data for customer and performance management; insures prompt and accurate processing of third party agent’s and third party customer’s invoices; keeps records of customer service requests and complaints.Generates and distributes statistical reports.Reviews reports to monitor the length of time customers remain on hold and manages employees to meet performance goals without compromising customer service levels.Identifies and implements corrective actions to address customer complaints and improve customer service levels.Maintains the correct recorded announcement menus, and makes changes as necessary based on the time of day, day of week, or holidays.

SUPERVISORY RESPONSIBILITIES: Directly supervises 5-6 plus employees in the Call Center Department and all 3rd party independent service contractors.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

The company offers the "highest" salary rates (commensurate with experience) in the industry, a Bonus Program, a 401 K Plan, limited paid relocation package, along with an excellent benefits package.

If you are looking for a stable, profitable, growth oriented company, who not only is a leader in its' field, but truly appreciates and understands the "role" the individual employee plays in successful operations........then this is the opportunity you have been looking for.