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Facilities Call/Dispatch Center Manager

Company: GPM Investments
Location: Richmond
Posted on: June 24, 2022

Job Description:

Overview

We are looking for a motivated and experienced Customer Support Manager to lead our customer support and dispatch department. The customer support manager will be responsible for driving superior customer support to business clients through policies, procedures, and setting of goals. You will be up to date on industry products and trends, and train staff accordingly. The ideal candidate will have proven experience working in a customer support position, show excellent leadership and people skills, have excellent communication skills, and be a role model and mentor to staff.

Responsibilities

* Managing the customer support department's day-to-day functions.
* Responding to escalated customer support issues.
* Implementing customer support processes to enhance customer satisfaction.
* Analyze call center data and prepare reports for upper management.
* Evaluate staff effectiveness and performance annually or on an at-need basis.
* Lead team meetings and give presentations to executives.
* Develop monthly, quarterly, and annual call center goals and action plans.
* Formulating and revising customer support policies and promote their implementation.
* Informing the team of all latest information related to products, procedures, and trends.
* Assessing support statistics and preparing detailed reports on the findings.
* Interviewing and hiring new employees.
* Overseeing and evaluating the team's ongoing training efforts.
* Manage, schedule, and oversee the daily activities of 11 Dispatchers based upon call metrics, by day, by hour and other metrics used to ensure proper coverage for over 230,000 plus support calls yearly
* Manage third party vendor relationship for off hour priority calls
* Daily, weekly, and monthly follow up of all contractors ensuring timely completion of all service calls
* Delivering performance evaluations and following the disciplinary process according to company policy.
* Managing the budget of the customer support department.

Qualifications

* High school diploma or equivalent.
* Proven experience as a customer support specialist, preferably within a similar environment.
* Thorough knowledge of legislation pertaining to consumer protection.
* Prior experience in a managerial or supervisory role will be advantageous.
* Top-notch oral, written, and interpersonal abilities.
* Well-developed arbitration skills with the ability to remain impartial.
* Affinity for multitasking with precision.
* Capacity to accept and utilize constructive criticism.
* Alignment with our company's values

Keywords: GPM Investments, Richmond , Facilities Call/Dispatch Center Manager, Executive , Richmond, Virginia

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