Call Center Manager
Breakdown Services, Ltd.Los Angeles, CA
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Are you an employer?
How do I hire a Call Center Manager? Breakdown Services is a web-based entertainment service company. We are committed to providing services that make the casting process seamless for Casting Directors, Talent Representatives and Actors. We here at Breakdown look forward to reviewing your qualifications for this role!
What we are looking for…
We are currently seeking a detail-oriented and metrics driven individual to manage a staff of support representatives. These reps provide assistance to our B to B entertainment industry clientele via phone, email, and online chat. You will be responsible for compiling data regarding the progress of this department, and conveying that information to Breakdown leadership.
Supervise daily productivity of the Client Support Team (12-20 Reps)
Develop KPI metrics for each support member, and team as a whole
Manage and track how efficient the department functions are, including individual, and group productiveness
Experience examining and explaining metrics from KPI data to company leadership
Previous experience implementing team, and individual productivity based incentives
Engage staff to continue momentum during the day
Attend all required Manager meetings
Maintain a high level of accountability in developing new ways to reward staff when KPIs are met
Identify and communicate areas of improvement that can be made to leadership
Bachelor's degree preferred
Previous experience using and implementing a KPI system
At least 2-4 years of experience providing independent feedback on KPI metrics.
At least 2-3 years of experience in a managerial role
Strong communication, written, and verbal skills
Display strong team-building skills
Ability to determine whether or not the team needs additional support
Must have experience using Freshdesk, Zendesk, or Salesforce
Compensation and Benefits
Job Type: Full-time