Scion Staffing has been engaged to conduct the search for a Call Center Manager on behalf of our incredible client, a scaling industry leader in the logistics solutions space! This full-time position is for immediate hire and operates from our either of our client’s locations in the Bay Area, CA or Dallas, TX with the ability to spend the first 3-6 months on assignment in Pensacola, FL.

Position Summary:

Reporting to the Director of Transportation, the Call Center Manager is a passionate leader who can plan, oversee, and lead projects related to Call Center operations to ensure the highest quality and consistency of service to customers. The Call Center Manager will establish Call Center objectives, solutions, and KPIs as well as championing a strong focus on performance improvement and streamlining of procedures and processes. The Call Center Manager will own all Call Center-related projects, requests, issue resolution and reporting/metrics on Call Center operations.

Primary Responsibilities:

• Build and mentor a Call Center team from the ground up in multiple locations and expanding markets.
• Establish Call Center goals and objectives to determine project implementation plans.
• Evaluate and re-design Call Center operations for maximum efficiency in providing unparalleled customer service.
• Identify and forecast current and potential challenges within Call Center operations and determine best-fit solutions to contribute to the company’s achievement of goals and objectives!
• Collaborate with internal and external resources for flawless execution of projects.
• Work to ensure that owned projects are delivered within deadlines, scope, budget, and meet designated KPIs.
• Hire, train, monitor, coach, and mentor Call Center staff.
• Conduct a program management review on a monthly basis and determine any proactive solutions needed to avoid reactive measures.
• Offer expert guidance to the Call Center team related to HR, attendance, and performance issues.
• Maximize customer satisfaction and day-to-day operations by implementing system improvements and process streamlining to enhance productivity.

Qualifications:

• Bachelor’s degree.
• 5+ years of management experience in a dynamic, fast-paced customer service/call center environment.
• Proven ability to manage and direct process flows as well as customer interaction.
• Flexibility and desire to work in a constantly changing environment.
• Strong coaching and leadership skills with drive to motivate and mentor employees to achieve and exceed company KPIs.
• Excellent organizational skills with solutions-oriented mindset.
• High energy and effective communicator with stellar attention to detail!
• Strong analytical skills with working knowledge of data analysis to identify trends to guide a nimble, high-performing team to success.
• Proficiency in Google Suite, Five9, and ZenDesk.
• Ability to work flexible hours including evenings, weekends, and holidays as needed.
• In addition to ability to spend first 3-6 months in Pensacola, FL- this role requires the ability to travel up to 15% of the time, as needed.

Compensation and Benefits:

This role provides a generous salary between $90,000 and $100,000 (DOE) as well as a robust and comprehensive benefits package including medical, dental, and vision insurance, FSA, HSA, unlimited PTO, paid holidays, and 401(k)!

How to Apply:

For immediate consideration, submit your application (attaching your resume and cover letter) in MS Word through: www.scionstaffing.com/job/7594

About Our Firm:

Scion Staffing is a top staffing agency and executive search firm, connecting leading companies and organizations with impeccable talent. Through our innovative team building and staffing solutions, we bridge the gap in temporary staffing, as well as contract-to-hire employment, contingent search, and executive searches. The Business Times has recognized us as a top staffing from 2010-2020, and our clients return to us for a variety of opportunities.

Scion Staffing is an equal opportunity employer and service provider and does not discriminate on the basis of race, religion, gender, gender identity, national origin, citizenship status, sexual orientation, disability, political affiliation or belief, or any other protected class. We are committed to the principles of Equal Opportunity Employment and are dedicated to making employment decisions based on merit and value, for ourselves, our client companies, and for the candidates we represent.