Fleet Response is hiring: Call Center Manager in Hudson

Overview

Join to apply for the Call Center Manager role at Fleet Response.

Fleet Response’s mission is to provide innovative and effective service to our clients and to maintain a high standard of professionalism and partnership in an environment that fosters opportunity, integrity, and excellence. Our mission is built on mutual trust and respect, with a commitment to diversity, equity & inclusion. Fleet Response specializes in providing services to corporations who self-insure physical damages to their fleets and prides itself on offering a variety of customized services to all our clients.

Fleet Response is seeking qualified candidates to work at our corporate office for the following position: Call Center Manager.

Location: Garfield Heights, OH

Salary range: $72,380.00–$124,080.00

Note: This posting reflects the general nature and level of work described and is not intended to be an exhaustive list of all responsibilities, duties, and skills required.

Job Summary

Supervises and coordinates activities of workers providing telephone customer support and claims intake services to callers. Carries out managerial responsibilities in accordance with the organization’s policies and applicable laws. Maintains relationships with clients, vendors, staff, and coworkers.

Responsibilities

• Analyzes data and live phone system to ensure Call Center performance meets standards for talk time and wait time.
• Oversees department training and performance management/coaching plans for Call Center employees.
• Reviews and audits claims and rentals for accuracy and to ensure proper procedures and client requirements are followed.
• Reviews and audits (live and recorded) calls for Call Center Representatives to ensure accuracy and that correct information is provided to clients/drivers.
• Prepares information and attends Client Review Meetings to discuss Call Center issues or process improvements.
• Takes part in parameter calls.
• Works with Rental Providers to ensure proper procedures are followed. Escalates issues to corporate and resolves as needed.
• Ensures comment card follow up is complete.
• Maintains proper coverage in the department at all times.
• Collaborates with outside vendors (after hours, towing, glass) to ensure procedures are followed and within SLAs; escalates issues and discusses process improvements as needed.
• Assumes Call Center Supervisor duties when Supervisor is not available.
• Enters new rental accounts and offices in the computer system; updates changes as needed.
• Maintains and updates rental rates in the system due to higher commission tiers or increases; calculates new rates from rental suppliers as needed.
• Communicates with potential suppliers and clients; reviews rental programs with current clients as needed.
• Assists the sales department by supplying quotes/rental rates as needed.
• Coordinates with after hours and IT to ensure proper phone routing during holidays and outages.
• Works with IT on computer and phone issues for call center and after hours representatives; collaborates with the Project Coordinator on IT projects for the Call Center.
• Collaborates with the Vice President of Client Services and other Client Services leaders on personnel, client, and vendor issues.

Management Responsibilities

• Oversees day-to-day operations and phone service levels of the Call Center.
• Determines work procedures, approves work schedules, and expedites workflow.
• Standardizes procedures to improve efficiency and service; issues written and oral instructions as needed.
• Addresses customer questions, complaints, and service errors; recommends corrective actions.
• Monitors department performance, including employee demeanor and technical accuracy, in line with company policies.
• Rates productivity of customer service representatives and analyzes data to optimize staffing and project allocation.
• Conducts performance reviews and participates in hiring decisions for the department.
• Responsible for initial and ongoing training/education of Call Center staff.
• Handles disciplinary actions in coordination with HR and ensures proper documentation.
• Maintains time clock accuracy, payroll-related records, and deadlines.
• Participates in prospective client visits to review claim intake processes.
• Available for escalations during non-peak hours.

Qualifications

Education and/or Experience

• High school diploma or GED; or minimum four years’ Call Center experience and/or training; or equivalent combination of education and experience.
• Prior call center experience in automotive, insurance, car rental, or related industry required. Prior supervisory and training experience preferred.

Language Skills

• Ability to read, analyze, and interpret general business materials; ability to write reports and procedures; ability to present information to groups.

Mathematical Skills

• Ability to perform basic arithmetic and interpret rate, ratio, and percent; ability to interpret graphs.

Technical Skills

• Ability to use computer to access email and the Internet; basic Windows and Microsoft Office skills.

Reasoning Ability

• Ability to solve practical problems and interpret instructions furnished in various formats.

Physical Demands and Working Conditions

• Indoor environment with occasional exposure to temperature changes; sedentary work with occasional lifting up to 10 pounds; extensive computer use; ability to communicate effectively by phone and in person.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Insurance

Note: The above statements describe the general nature of the work and are not an exhaustive list of responsibilities.