TransCore, LP in
Call Center Manager (Finance)
TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Call Center Manager to join our team in Union, New Jersey.
Summary The Call Center Manager is responsible for overseeing the daily operations of the call center, ensuring efficient service delivery, high customer satisfaction, and optimal team performance. This role involves managing a team of customer service representatives, monitoring key performance indicators (KPIs), implementing process improvements, and ensuring compliance with company policies and service standards.
Salary Range $80,000 - 99,000/yr., based upon skills and experience.
Essential Duties and Responsibilities
Oversee daily operations of the call center to ensure efficient service delivery
Supervise, coach, and develop call center staff to meet performance goals
Monitor key performance indicators (KPIs) such as call volume, response time, and customer satisfaction
Implement and maintain quality assurance standards through call monitoring and feedback
Manage staff schedules and ensure adequate coverage across shifts
Handle escalated customer issues and ensure timely resolution
Identify and implement process improvements to enhance productivity and service quality
Prepare and present performance reports and operational metrics to leadership
Ensure effective use of call center technologies and coordinate with IT for system support
Enforce company policies, regulatory requirements, and industry standards.
Perform other duties as directed by TransCore management.
Requirements and Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and/or abilities required.
Five (5) years call center management experience required.
Three (3) years experience in toll industry customer service is required.
Demonstrated experience working within multi-channel customer contact center environments, utilizing various systems to manage and resolve customer inquiries efficiently across phone, email, chat, and social media platforms.
Excellent interpersonal and communication skills, including the ability to communicate information and ideas to an individual or in a large group setting.
Ability to manage multiple priorities, manage time effectively, and easily adapt to change.
Physical Demands/Work Environment While performing the duties of this job, the employee may be seated for extended periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The noise level in the work environment is usually moderate.
* TransCore complies with federal and state disability laws and provides reasonable accommodation for employees with disabilities.
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Summary The Call Center Manager is responsible for overseeing the daily operations of the call center, ensuring efficient service delivery, high customer satisfaction, and optimal team performance. This role involves managing a team of customer service representatives, monitoring key performance indicators (KPIs), implementing process improvements, and ensuring compliance with company policies and service standards.
Salary Range $80,000 - 99,000/yr., based upon skills and experience.
Essential Duties and Responsibilities
Oversee daily operations of the call center to ensure efficient service delivery
Supervise, coach, and develop call center staff to meet performance goals
Monitor key performance indicators (KPIs) such as call volume, response time, and customer satisfaction
Implement and maintain quality assurance standards through call monitoring and feedback
Manage staff schedules and ensure adequate coverage across shifts
Handle escalated customer issues and ensure timely resolution
Identify and implement process improvements to enhance productivity and service quality
Prepare and present performance reports and operational metrics to leadership
Ensure effective use of call center technologies and coordinate with IT for system support
Enforce company policies, regulatory requirements, and industry standards.
Perform other duties as directed by TransCore management.
Requirements and Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and/or abilities required.
Five (5) years call center management experience required.
Three (3) years experience in toll industry customer service is required.
Demonstrated experience working within multi-channel customer contact center environments, utilizing various systems to manage and resolve customer inquiries efficiently across phone, email, chat, and social media platforms.
Excellent interpersonal and communication skills, including the ability to communicate information and ideas to an individual or in a large group setting.
Ability to manage multiple priorities, manage time effectively, and easily adapt to change.
Physical Demands/Work Environment While performing the duties of this job, the employee may be seated for extended periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The noise level in the work environment is usually moderate.
* TransCore complies with federal and state disability laws and provides reasonable accommodation for employees with disabilities.
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