Call Center Manager

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Call Center Manager to join our team in Union, New Jersey.Summary: The Call Center Manager is responsible for overseeing the daily operations of the call center, ensuring efficient service delivery, high customer satisfaction, and optimal team performance. This role involves managing a team of customer service representatives, monitoring key performance indicators (KPIs), implementing process improvements, and ensuring compliance with company policies and service standards.Salary Range: $80,000 - 99,000/yr., based upon skills and experience.Essential Duties and Responsibilities include the following. Other duties may be assigned.

Oversee daily operations of the call center to ensure efficient service deliverySupervise, coach, and develop call center staff to meet performance goalsMonitor key performance indicators (KPIs) such as call volume, response time, and customer satisfactionImplement and maintain quality assurance standards through call monitoring and feedbackManage staff schedules and ensure adequate coverage across shiftsHandle escalated customer issues and ensure timely resolutionIdentify and implement process improvements to enhance productivity and service qualityPrepare and present performance reports and operational metrics to leadershipEnsure effective use of call center technologies and coordinate with IT for system supportEnforce company policies, regulatory requirements, and industry standards.Perform other duties as directed by TransCore management.

Requirements and QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and/or abilities required.

Five (5) years call center management experience required.Three (3) years experience in toll industry customer service is required.Demonstrated experience working within multi-channel customer contact center environments, utilizing various systems to manage and resolve customer inquiries efficiently across phone, email, chat, and social media platforms.Excellent interpersonal and communication skills, including the ability to communicate information and ideas to an individual or in a large group setting.Ability to manage multiple priorities, manage time effectively, and easily adapt to change.

Physical Demands/Work EnvironmentThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee may be seated for extended periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The noise level in the work environment is usually moderate.

• TransCore complies with federal and state disability laws and provides reasonable accommodation for employees with disabilities.