Call Center Manager

This role is responsible for ensuring the all departments within our Iowa Corporate offices are providing excellent customer service by leading, guiding and evaluating the work of 40 to 50 team members. These departments include two call centers, Network and Member Services, and Member Licensing. Responsibility includes all hands-on aspects of the departments and providing the overall direction to team regarding duties and goals. Through a thorough understanding of Copart policies and practices, the Call Center Manager will create a customer first environment for internal and external customers by offering unique and innovative solutions that meet customer needs while maintaining company standards for policy, quality and service. The goal at hand is to improve the Company's overall reputation and find efficiencies through the operational process.
P&L responsibility- review both revenue and costs on a monthly basis for accuracy and opportunities.
Build relationships with members and sellers to manage customer satisfaction.
Hire, train and develop staff to meet company guidelines.
Manage day-to-day operations of the facility including staff management, customer and employee issues as needed.
Track and meet company metrics.
Responsible for the overall planning organizing leading and controlling functions of the facility.
Audit facility to confirm compliance with internal procedures as well as accordance with county, state, EPA and OSHA regulations.
Provide direction to team regarding duties and goals
Minimum of 3 years' experience as a manager in a Customer Service, Call Center or Operations environment.
Proven track record of seamless operational functionality and achievement of corporate goals.
Ability to solve complex problems and issues.
Strong analytical skills to interpret and forecast financial budgets.
Develop and implement plans for continuous process improvement.
Strong leadership experience and skills.
Excellent interpersonal skills.
Excellent written and verbal communication skills.
Amazing customer relations skills and experience.
Four-year college degree preferred.
Proficient in all areas of Microsoft office.
Experience managing staff or 5 or more team members
Bilingual skill a plus

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