Call Center Manager
Modern Disposal Services, Inc.

Position Summary

The Customer Experience Manager will direct and oversee the organizations Customer Experience Center’s operations and lead our Representatives ensuring a high level of customer satisfaction, customer relations, performance and quality standards.

Essential Responsibilities

• Drafts, implements, and executes policies and procedures to facilitate a quality customer experience.
• Establishes performance metrics for customer experience representatives.
• Establishes service levels and requirements for the department.
• Develops and implements methods to record, assess, and analyze customer feedback.
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve the customer experience and retention.
• Acts as a liaison between the customer experience department and other divisions in the company.
• Performs other related duties as assigned.

Safety Responsibilities

• Understand, provide leadership, and communicate safety goals and objectives.
• Orient, train and coach all staff on safety requirements, ensure safety compliance, and take appropriate action to address safety violations.
• Establish and maintain a clean, safe work environment in compliance with company and OSHA standards and perform monthly Safety Inspections, as assigned.
• If an incident occurs, including a near miss, complete documentation, conduct and investigation/root cause analysis and address performance/discipline issues.

Supervisory Responsibilities

• Build and develop talent on the team, understand employees’ career goals and provide coaching to get employees ready for advancement with the Company.
• Supervise and manage performance; ensure tasks are appropriately delegated and completed by monitoring performance and holding employees accountable for meeting expectations.
• Provide ongoing coaching and feedback to staff, deliver corrective action and discipline when necessary, and document all performance issues.
• Ensure employees adhere to company policies and legal regulations, engage HR when appropriate.
• Manage conflict and crisis; proactively anticipate, manage and constructively resolve conflicts and disagreements.
• Hold regular team meetings (i.e. daily, weekly huddle meetings) to communicate priorities, safety, policies, company events, etc.
• Monitor employee time and attendance, minimizing overtime and ensuring that employees do not exceed limits established by regulatory agencies.

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.







Education and Experience

• Bachelor’s degree and 5 years of relevant experience in managing a Call Center Environment.
• Competency in the following computer programs: MS Excel, Word, Outlook.
• Ability to work effectively and collaboratively with all company divisions in a way that promotes overall company success.
• Demonstrated track record in proactively identifying improvement opportunities and acting upon them.
• Ability to work efficiently and maximize productivity.
• Commitment to integrity and ethical behavior and the proven ability to maintain confidentiality.
• Strong understanding of business management, financial, and leadership principles.
• Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills.
• Time and project management skills.
• Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies.
• Commitment to providing exceptional service to customers and support to staff members.

This job has expired.