Manager of Call Center Operations na Rekor Systems

Position Summary

Rekor.ai is growing! As we grow, leading our customer service department comes at the utmost importance. The Customer Service Manager leads our call center team, manages the department's day-to-day operations and teams quality. The ideal candidate can organize the department in a scalable manner, assist in technical operational challenges, manage high call volumes, and maintain high standards. 

Responsibilities include, but are not limited to structuring the department, monitoring staff workload and call metrics, creating policy and procedures, and developing department culture. The position will report to the Sr. Vice President of Customer Operations and Risk Management and work out of Headquarters.

Role and Responsibilities

• Develop the department's structure to be flexible, scalability and effective.  
• Conduct resource planning to maximize the productivity of resources (people, technology, etc.)
• Lead a team of call center representatives, ensuring the team's professionalism, the customer's SLAs are met and communicating important information to the team and management. 
• Manage operational needs in companies 3CX phone system application 
• Develop, maintain and implement the policy and procedures for the call center
• Set and evaluate KPI's for the team and help the team achieve their goals
• Handle escalation calls in a proper and adequate manner
• Maintain program and technical knowledge related to business rules and services for each client
• Communicate individual and company goals to associates so every employee understands their role
• Provide coaching and assistance to call center agents on an ongoing basis

Qualifications and Education Requirements

• Bachelor’s degree or equivalent combination of educational, technical, or work experience 
• Bilingual in English and Spanish preferred
• 5 plus years of call center experience with a minimum of 2 year of inbound call center management experience in a fast-paced environment
• Experience creating and modifying call scripts 
• Strong interpersonal skills, including the ability to interact with varying personalities and defuse sensitive situations under pressure
• Experience coaching team members
• Experience managing 3CX phone system or similar application.

Additional Notes

Physical Demands

The 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 is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

Rekor is an equal opportunity employer M/F/D/V. It is the policy of Rekor Systems not to discriminate or allow the harassment of employees or applicants on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by law in all employment practices. 

Rekor Systems Executive Leadership team is fully committed to the principles of equal employment opportunity.