Call Center Manager

Company: Disability Solutions
Location: Honolulu
Posted on: September 16, 2023

Job Description:

Innovate to solve the world's most important challengesThis is an exciting opportunity to support Hawaii's sustainability and resiliency goals in the energy and water conservation. The Customer Support Manager is a critical role within the organization. You will lead a growing team of 3 Energy Advisors while coordinating schedules, delivering status reports, and managing all day-to-day operations in the call center. This person will implement and coordinate the operational aspects of ongoing Customer & Product Support projects, serving as a liaison between project management and planning, project team, and line management. You will also be responsible for overseeing the status of projects and budgets. You will assess project issues, and develop resolutions to meet productivity, quality, and customers' satisfaction goals and objectives. You will develop new mechanisms for monitoring project progress for intervention and problem solving with project managers, line managers, and clients, utilizing call center and IT platforms.
Note:--This position is on a hybrid schedule with 3 days in office and 2 days at home.
Key Responsibilities:

• Provide frontline management, overseeing the staffing and personnel development of the customer service support center on-site in the Honolulu, Hawaii office.
  
• Help Program Staff meet the execution of energy and water programs to meet performance and savings goals.--
  
• Document processes and create team alignment across our client programs, while possessing a solid understanding of program deliverables.
  
• Collaborate with appropriate departments and managers to ensure customer satisfaction and alignment with policies, procedures, goals and objectives.
  
• Deliver reports against internal and external KPI targets.
  
• Responsible for maintaining and following detailed operational procedures ensuring contract terms are met and will continuously improve quality of service delivery and provide value added customer service.
  You Must Have:
  
• 5-7 years of Customer Service Leadership experience and bachelor's degree preferably in Business, Project Management, Communications or related.
  
• Minimum 2 years' experience supervising onsite staff with metric driven operations and understanding of KPI's, preferably in a customer service setting.
  We Value:
  
• Prior Call Center Experience
  
• A proficient understanding of the principles and best practices in customer service.
  
• Excellent team and communication skills
  
• Proficiency with MS Office including Word, Power Point, with an emphasis on Excel.
  
• Must be versatile and able to manage multiple projects simultaneously, working across various teams and stakeholders.
  
• An ability to take initiative and work with limited direction.
  
• An ability to influence across a broader organization.
  
• Ability to engage external clients with a high degree of professionalism.
  
• Comfortable in leading internal and client-facing discussions and meetings
  
• Prior engagement with trades or manufacturer relationships.
  Additional Information

Keywords: Disability Solutions, Honolulu , Call Center Manager, Executive , Honolulu, Hawaii