Customer Service Manager (Call Center)

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Customer Service Manager (Call Center) One of Vaco's fastest growing clients in the financial services / lending arena is seeking a Call Center Customer Service Manager for their Atlanta based call center. The Customer Service Manager leads a team of call center specialists including team building, coaching, developing and managing/measuring the Company's productivity metrics. This position is critically important, client facing and impactful to all team members and will be central to the client's new goal of developing a premier call center environment. If your experience matches (customer service call center experience mandatory) and you meet the requirements below, a Vaco representative will reach out to you for an interview. Responsibilities: Training call center specialists and analysts Managing Quality Control programs Employing motivational techniques to continuously improve customer experience Measure and report on productivity and quality metrics in total and by call center team Recruiting and interviewing call center analysts and specialists as needed to support growth and development Collaborate with other departments including Compliance to ensure adherence to all laws, policies and regulations Resolve escalated customer inquires as appropriate Manage and ensure optimal utilization of the Customer Relationship Management system Requirements: 5+ years of recent Call Center Customer Service experience including 2 years in a supervisory or management role Travel to the company's 3 call centers outside of the Atlanta area is required (up to 15%, including occasional Saturday, Sunday or weekday evenings) Excellent verbal and written communication skills Possess a passion for excellence in Customer Satisfaction Detail orientation required Flexible schedule required including occasionally working weekends and/or evenings. Intermediate or Advanced user of Microsoft Office Suite Associates Degree Prior experience with Salesforce.com a plus