CALL CENTER MANAGER

Description

Position Summary

The Call Center Manager is responsible for leading Milner’s centralized service and supply call center operations. This role includes strategic planning, performance management, and daily oversight to ensure exceptional customer service and operational efficiency. In addition to managing internal teams, this position plays a critical role in overseeing the national service program, ensuring all service level agreements (SLAs) are met across regional and partner dealer networks. The Call Center Manager serves as a key liaison between internal teams and external service partners, ensuring timely, high- quality service delivery nationwide.

Essential Functions and Responsibilities

• Lead and manage the national call center team supporting service dispatch and supply fulfillment operations.
• Oversee all national service calls, ensuring SLAs are consistently met across all accounts and regions.
• Serve as the primary point of contact for Milner’s national dealer network; ensure external partners deliver service that meets Milner’s quality standards.
• Monitor and manage national service escalations, working cross-functionally to resolve issues and improve response times.
• Develop, implement, and track key performance indicators (KPIs) to measure service performance and customer satisfaction, including:

o Average hold time

o Speed to answer

o First call resolution rate

o Missed/abandoned call percentage

o Technician dispatch effectiveness/Aging calls

o Email/ticket response times

o Voicemail resolution timeliness

o Escalation Rate

• Maintain accurate and timely reports for leadership, highlighting trends, SLA compliance, and national service partner performance.
• Analyze call center and service data to improve workflow, automate processes, and drive continuous improvement.
• Conduct regular performance evaluations, phone/email audits, and script adherence assessments for call center staff.
• Identify ongoing training needs and lead skills development for dispatchers and supply coordinators.
• Recruit, onboard, and train new team members; foster a high-performance, collaborative environment.
• Coordinate with branch and regional service leaders to ensure proper resource allocation and workload balancing.
• Manage call center scheduling to ensure consistent support coverage during operational hours.
• Lead monthly 1-on-1s, team meetings, and coaching sessions to align performance with team and company goals.
• Uphold system and customer data accuracy, supporting audit and compliance initiatives.
• Drive operational behavior aligned with corporate cost-saving strategies and customer-first initiatives.
• Collaborates with other supervisors and managers within the service department as well as cross-functional teams.
• Handles all levels of escalations, and communicates the resolution of each event to the appropriate parties affected
• Drives behavior and actions that are aligned with the overall company cost saving initiatives
• Takes on other tasks and projects as needed to support employees, other managers, and departments.

Qualifications and Experience

• Strong understanding of the roles and responsibilities of all team members in the dispatch center
• Geographical knowledge of service area, or map/ direction reading skills a must
• Ability to develop, implement and assess KPI performance metrics
• Ability to mentor, coach, and motivate team members
• 5+ years of experience in service operations, preferably in a managed services or office technology environment.
• 2+ years in a supervisory or management role, with a strong track record of leading high- performing teams.
• High School diploma or equivalent
• Proven experience managing service delivery across multi-location or national accounts.
• Deep understanding of SLA frameworks, dispatch center processes, and customer service best practices.
• Strong communication skills, verbal, written, and interpersonal, with the ability to lead cross- functional collaboration.
• Excellent problem-solving and escalation management capabilities, Advanced Customer Service Skills
• Proficiency in Microsoft Office Suite and familiarity with service ticketing platforms.
• Strong sense of accountability, urgency, and customer ownership.

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