Call Center Manager - Course : Job Details

The Call Center Manager is responsible for overseeing the operations of our customer calling team, ensuring the efficient and effective resolution of customer inquiries, and managing our reusable packaging retrieval efforts. This permanent role demands a skilled professional with a strong understanding of call center operations, data analysis, and a commitment to delivering exceptional customer service.

KEY RESPONSIBILITIES:

• Build, lead and manage a team of call center agents to ensure high levels of productivity and customer satisfaction.
• Responsible for reducing fleet loss for CCT by engaging with end users to make it easy for them to return shippers
• Recommend and deploy appropriate tools to leverage omnichannel approaches to engage with customers
• Lead customer presentations onsite in San Diego as well as remote pitches for CARE center services
• Develop and implement call center strategies to achieve operational excellence and align with organizational goals.
• Utilize data analysis to monitor call center metrics, such as call volumes, resolution rates, and customer satisfaction scores, and use insights to improve performance.
• Oversee the coordination of reusable pharmaceutical box retrieval, ensuring timely and accurate tracking of logistics.
• Conduct performance reviews, coach team members, and provide ongoing training to enhance skillsets.
• Address escalated customer issues and provide effective solutions.
• Collaborate with internal logistics, inventory, and data teams to improve operational efficiency.
• Generate detailed reports on call center performance, retrieval progress, and other key metrics for senior management.
• Foster a culture of continuous improvement, emphasizing customer satisfaction and data-driven decision-making.

QUALIFICATIONS & REQUIREMENTS

• Bachelor's degree in business, logistics, or a related field; advanced degree is a plus.
• Minimum of 3 years of experience managing a call center or customer service operation, preferably in a logistics or pharmaceutical environment.
• Experience in managing off shore call centers
• Strong analytical skills with experience in interpreting and using data to drive decision-making.
• Proficiency in call center management software, CRM tools, and data visualization platforms.
• Knowledge of pharmaceutical logistics or packaging practices is desirable.
• Excellent communication and interpersonal skills, with a focus on motivating and leading teams.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.

BEHAVIOURAL REQUIREMENTS

• Leadership: Inspire and guide team members to achieve individual and collective goals.
• Data-Driven Decision Making: Leverage data insights to identify areas for improvement and implement actionable solutions.
• Problem-Solving: Address challenges with practical, effective strategies that maintain high service standards.
• Customer-Focused: Prioritize customer needs and foster a culture of exceptional service.
• Adaptability: Thrive in a dynamic environment and adjust strategies to meet evolving business needs.
• Integrity: Maintain the highest standards of professionalism and confidentiality.

WHAT WE OFFER

• Competitive salary and benefits package.
• Opportunities for professional growth within a global organization.
• A supportive, innovative, and collaborative work environment.