Call Center Manager

About the position

TechFlow, Inc. is seeking an experienced Call Center Manager to lead and optimize our call center operations. This role is crucial for ensuring a high level of customer satisfaction and operational efficiency in our dedicated support team. The ideal candidate is a proactive leader who fosters a positive working environment while driving performance and quality standards.

Responsibilities

• Lead the team to achieve and exceed client KPIs and SLAs, ensuring a high standard of service delivery.
• Monitor and manage operational budgets, staffing levels, and resources to ensure optimal efficiency.
• Implement strategies to reduce attrition and maintain a fully staffed team that meets business needs.
• Drive performance through regular coaching, mentoring, and professional development of team members.
• Conduct regular performance evaluations, providing constructive feedback, and executing corrective actions when necessary.
• Ensure reporting deliverables are accurate and delivered on time.
• Collaborate with senior leadership and high-level client managers to address challenges, propose creative solutions, and enhance overall client satisfaction.
• Analyze data and performance metrics using Excel to make informed business decisions and report outcomes.
• Maintain a strong focus on continuous improvement, ensuring processes are streamlined and customer interactions are optimized.
• Foster a positive and engaging work environment, encouraging teamwork and accountability.

Requirements

• Bachelor's degree
• 10+ years of experience in customer service with 5+ years as a supervisor
• Proficiency in Microsoft Office programs
• Experience with ticketing systems and call center telephone equipment
• Experience supervising remote employees
• Excellent communication skills, both verbal and written
• Ability to adapt quickly in a fast-paced environment
• Ability to travel up to 5% for annual team meeting and occasional customer meetings in Northern Virginia
• US Citizen with the ability to obtain a Public Trust clearance

Nice-to-haves

• Understanding of CMMS ticketing systems and field maintenance

Benefits

• Employee stock ownership plan (ESOP)
• 401k plan with Roth option
• Eligibility for an employer match
• Immediate vesting
• Paid time off
• 11 paid holidays per year
• Comprehensive medical, dental, and vision plans
• Company-paid Life & AD&D insurance plan
• Employee Assistance Program
• Wellness Resources
• Company-paid training and development program
• Voluntary benefits include: Life & AD&D Insurance for employee, spouse, and children
• Short-term and long-term disability (per plan guidelines)
• Legal Shield and Identity Theft protection plans
• Pet Insurance