Now Hiring - Call Center Manager in Pelham, AL

Position Summary: The Call Center Supervisor is

responsible for supervising and coordinating activities of workers providing

telephone customer support services

by performing the following duties.

Position

Responsibilities:

The essential functions include, but are

not limited to the following:

Making necessary changes in staffing based

on day of week, sales promotions, other anticipated events, and customer data.

Monitoring productivity of customer service representatives

and generating reports

Reviewing data to monitor the customer experience

and subordinate statistics

Monitoring individual, team,

and call center results to identify and act on both positive and

negative performance trends to insure attainment of revenue goals and

performance targets

Monitoring service calls

to observe employee demeanor, technical accuracy, and conformity to company

policies.

Answering questions and recommending

corrective services

to address customer complaints

Communicating and following-up to ensure

representatives are fully informed of all new information related to products,

procedures, customer needs,

and company-related issues, changes, or actions

Keying information into computer to

compile work volume statistics for accounting purposes and to keep records of customer service requests

and complaints

Determining work procedures, prepares work

schedules, and expedites workflow

Studying and standardizing procedures to

improve efficiency of subordinates

Maintaining positive and productive

relations among workers and resolves grievances

Preparing composite reports from

individual reports by subordinates

Directly supervising employees in

accordance with the organization's policies and applicable laws

Interviewing, hiring, and training

employees and planning, assigning, and directing work

Appraising performance; rewarding and

disciplining employees; addressing complaints and resolve problems

Performing other work-related duties as

assigned

Essential Skills and

Experience:

Minimum Qualifications (Knowledge, Skills,

and Abilities)

• Bachelor's degree from four-year college

or university preferred, or one to two years related experience and/or

training, or equivalent combination of education and experience

• Ability to gather and analyze

information

• Ability to manage difficult or emotional customer situations
• Ability to speak clearly and

persuasively in positive or negative situations

• Ability to build positive team spirit
• Demonstrated supervisory

skills

• Ability to be consistently at work and

on time

• Ability to perform basic math and to

compute rate, ratio, and percent and to draw and interpret bar graphs

• Ability to solve practical problems and

deal with a variety of concrete variables in situations where only limited

standardization exists.

• Ability to interpret a variety of

instructions furnished in written, oral, diagram, or schedule form

• Knowledge of Excel Spreadsheet software

and Microsoft Word Processing software. And comfortable with technology.

Physical Demands and Work Environment: The

physical demands described here are representative of those that must be met by

an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities

to perform the essential functions.

While performing the duties of the job,

employee is occasionally required to sit for long periods, use hands to handle

or grasp objects (i.e. computer keyboard, telephone), talk, and hear. Vision

abilities required include close vision and the ability to adjust focus. The

work environment is typical of an office setting with a low to moderate noise

level.

Salary $45K-$65K DOE

Qualifying

Questions:

Minimum 2 years experience managing

Are you eligible to work in US ?

Are you willing to take a drug

screening/background check ?

Have you been employed by Edgars in the

last 5 years ?

Edgar’s Bakery is an upscale Bakery/Café with 10 locations across central and north Alabama. We are a popular, growing brand that is looking for energetic talent to lead our teams. We take great pride in serving delicious food with an upscale, fast-casual experience. We make wholesome and beautiful pastries, cookies, cakes, and more! We also serve delicious and savory breakfast and lunch meals. Our reputation is built on great food with excellent customer service. We have a loyal customer base that enjoys serving Edgar’s on their most special occasions. If you are interested in working in a team environment that thrives on excellence in the workplace, we might be just the fit for you!

Pay: $45000 - $65000 / year

Benefits:

• Paid time off
• Health insurance
• Dental insurance
• Vision insurance
• Disability insurance
• 401(k)
• Employee discount

Job Type: fulltime

Schedule:

• 10 hour shift
• Weekend availability
• Holidays

Education: High school degree

Work location: On-site