Call Center Manager

at  Holiday Beach Companies

Holiday Beach Companies in Panama City Beach, FL is looking to hire a full-time Call Center Manager. Are you a customer service rock star? Would you like to work for a successful company that values its employees? If so, please read on!
We provide great benefits, including health, dental, vision, life, short- and long-term disability, paid time off (PTO), and paid holidays after 60 days of employment.
If this sounds like the right opportunity for you, apply today!

QUALIFICATIONS

• High school diploma or GED required; Associate’s or Bachelor’s degree preferred in Business Administration, Management, or a related field.
• Extensive experience in a call center or reservations environment, including leadership and management roles.
• Proficiency with call center technology, including CRM software, phone systems, and reporting tools.
• Strong knowledge of company products, services, and customer service policies.
• Ability to thrive in a fast-paced, high-pressure environment while maintaining focus on quality and customer satisfaction.

SKILLS AND COMPETENCIES

• Proven leadership skills with the ability to motivate and guide a team to success.
• Strong analytical skills and the ability to interpret call center data to drive decision-making.
• Excellent interpersonal, communication, and conflict resolution skills, both verbal and written.
• Exceptional problem-solving ability with a customer-centric approach.
• Ability to manage multiple tasks simultaneously while maintaining attention to detail.
• High level of professionalism and ability to interact effectively with internal and external stakeholders.
• Strong ability to identify process inefficiencies and implement corrective actions.
• Experience with developing and presenting reports to executives and senior leaders.

PHYSICAL REQUIREMENTS

• Ability to lift up to 25 pounds.
• Ability to walk up multiple flights of stairs if necessary.
• Ability to sit and/or stand for extended periods.

• Leadership & Team Management:
• Lead, motivate, and develop a team of call center agents by providing ongoing coaching, feedback, and performance evaluations.
• Identify skills gaps and create targeted training and development plans to increase agent effectiveness and career growth.
• Act as a mentor to staff, offering support and guidance to foster a positive and productive work environment.
• Foster a team-oriented culture that emphasizes accountability, engagement, and continuous improvement.
• Actively manage staffing levels, ensuring appropriate coverage during peak times and employee absences.
• Implement a formal succession planning process to ensure there is a pipeline of talent for leadership positions.
• Performance & Data Analysis:
• Develop and track key performance indicators (KPIs) for agents and call center operations, ensuring alignment with company objectives.
• Regularly analyze call center data (e.g., call volume, resolution time, customer satisfaction) to identify trends, areas for improvement, and opportunities for process optimization.
• Provide daily, weekly, and monthly performance reports to upper management, highlighting key metrics and recommendations for operational improvements.
• Ensure agents meet or exceed performance benchmarks in terms of call quality, customer satisfaction, and resolution times.
• Conduct performance reviews and create action plans for improvement when goals are not met.
• Customer Experience & Process Improvement:
• Work cross-functionally with other departments (e.g., IT, Operations, Sales) to ensure seamless processes and consistent service delivery across the organization.
• Monitor and assess agent interactions with customers, providing real-time feedback and facilitating skill development.
• Implement and evaluate new customer service technologies and methodologies to streamline operations and enhance customer satisfaction.
• Identify and address operational inefficiencies or bottlenecks, driving process improvements to enhance the customer experience and overall call center effectiveness.
• Develop and standardize call scripts, response templates, and troubleshooting guidelines to ensure consistency in customer interactions.
• Lead the implementation of new policies, procedures, and technologies to improve service delivery.
• Recruitment & Talent Management:
• Work with Human Resources to recruit, interview, and hire high-quality call center agents.
• Design and implement agent onboarding and training programs that ensure a strong understanding of the company’s products, services, and customer service standards.
• Drive employee retention by identifying and addressing morale or performance issues, offering recognition, and creating career development opportunities.
• Build and maintain a high-performance team culture by setting clear expectations and recognizing top performers.
• Operational Oversight:
• Monitor daily operational activities, ensuring the team operates efficiently and delivers excellent customer service.
• Ensure compliance with company policies, confidentiality standards, and industry regulations.
• Take corrective action in response to customer complaints, escalated issues, or process failures, and implement strategies to prevent future occurrences.
• Ensure accurate and timely processing of financial transactions, including daily deposits and reservation system updates.
• Manage the implementation of new working procedures and technology enhancements to ensure alignment with company goals.
• Executive & Stakeholder Reporting:
• Prepare and present detailed reports for executives and team leaders on call center performance, including trends, challenges, and opportunities.
• Participate in strategic planning meetings, providing insight into customer feedback, operational performance, and resource allocation.
• Collaborate with senior leadership to develop long-term strategic goals for the call center, ensuring alignment with company-wide objectives.
• Participate in periodic audits and quality checks to ensure operational compliance and optimize performance.
• Additional Responsibilities:
• Take ownership of special projects that enhance the call center’s ability to meet organizational objectives.
• Lead the development and implementation of new initiatives aimed at improving call center performance and customer service.
• Provide support to other departments or locations as needed, helping to resolve complex issues and ensure customer satisfaction across all touchpoints.
• Stay informed on industry trends, new technologies, and best practices to ensure the call center remains competitive and innovative.
• Other duties as assigned by executive team