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Customer Care Center Manager in Richardson, TX at Service King

Date Posted: 4/27/2018

Job Snapshot

Job Description

Contact Center Manager

About Service King Collision Repair Centers

Service King is not only leading the collision repair industry; we are the KING OF OPPORTUNITIES!

At Service King, our vision isn't just to repair cars, but rather, inspire our team! We believe that building a strong foundation is the pillar of our success; focusing on, INTEGRITY, FAMILY, SERVICE, QUALITY AND GROWTH! We are currently operating more than 300 locations across 23 states and continue to expand nationwide. Whether you're a seasoned body technician, military veteran or a young professional looking to start your career, Service King is the place for you!


Job Summary:

As a strategic member of the Customer Care Center Leadership Team, the successful candidate will collaborate with senior-level team members to create and continue to evolve a change-oriented, customer-centric and employee-focused company culture highlighted by teamwork, development, empowerment, staff retention, and high performance. The CCC Manager will be a hands-on leader and behavioral-based coach, with an emphasis on strategic thought, business acumen, creative problem-solving, flexibility and sound judgment with full responsibility for planning and directing operation's activities.


* Manage daily performance ensuring high levels of goal attainment and customer experience
* Lead by example; inspiring and generating enthusiasm among direct and indirect teammates
* Interact daily with direct reports, including status updates, problem resolution, proactive communication and on-going relationship building
* Establish clear roles, directions, responsibilities, and performance requirements
* Ensure supervisors, team leaders and associates exhibit a high degree of ownership, accountability and accommodation when interfacing with customers
* Monitoring and scoring recorded customer calls, and coaching teammates to ensure quality, accuracy and customer experience

* Hire, train and onboard new teammates

* Ensure teammate adherence to work schedule, attendance policy and other guidelines
* Drive improvements in overall service levels, transactional efficiencies and cost management

* Mediate, respond to, and resolve highly sensitive customers, which could negatively impact customer satisfaction results, and net promoter score
* Perform cost-benefit analysis and identify cost efficiencies and savings opportunities
* Research and analyze root-cause of problems, identify trends and recurring problems, and suggest resolutions


* Bachelor's Degree preferred
* 3-5 years of contact center experience with heavy emphasis on customer experience and behavioral-based coaching and development
* Experience leading a staff of 50+
* Demonstrate ability to lead, coach, develops effective teams
* Goal setting (defining and prioritizing specific driving objectives)
* Strong communication and presentation skills
* Strong analytical and problem solving skills
* Results oriented with ability to manage change while creating a positive environment
* Proficiency in Microsoft Office, call center applications, workforce applications, quality monitoring tools and applications, and center reporting tools and technologies
* Thorough knowledge of call center operations
* Flexibility to work long and irregular hours
* Travel up to 10%

Preferred Qualifications:

* Master's Degree in Business Administration or related field.
* Experience managing geographically disbursed teams within a contact center setting of 100
* Training or coaching certification

Join our ONE winning team -- APPLY TODAY!

*In addition to your application, please visit and answer the four quick questions! This ensures you are routed to the correct recruiter.

We are proud to be an Equal Opportunity Employer

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled