Call Center Team Manager

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Criticom Monitoring Services (CMS) is currently looking to hire an experienced and highly motivated individual to join our monitoring center located in Longwood, FL as a full-time Team Manager. To direct and manage the daily activities of the monitoring call center and monitoring staff in the attainment of departmental goals while ensuring the highest possible level of customer service. To provide leadership and coaching for monitoring call center representatives to assure that all employees succeed in meeting individual goals for performance as well as career growth.

WHO IS CMS?

Criticom Monitoring Services (CMS) provides 24-hour alarm monitoring for residential and commercial customers.

“BENEFITS”

· STARTING SALARY PAY IS $59,000-$74,000 PER YEAR.

Generous benefits package - eligible on the first day of the month following 30 days of employment.

• Medical/dental/vision
• Critical Illness
• EAP/Wellness Program
• 401k with (company match 50% up to 5%)- Eligible on day one of employment.
• Generous PTO plan
• Tuition reimbursement
• 24/7 Call center

“MINIMUM QUALIFICATIONS”

• Maintain situational awareness of the activity in the Call Center and prioritize and direct the activities of the staff to most efficiently meet departmental goals.
• Ability to motivate, engage, and lead a team of 10-15 direct reports on-site or remote workforce environment through feedback and respectful communication.
• Familiarity with computers and the ability to quickly learn new software.
• Supervisory/management experience in customer service is required (call center environment preferred but not required).
• Ability to type a minimum of 25 AWPM (accurate words per minute).
• Must be able to work weekends, holidays and shift work and may require mandatory overtime.
• Must be able to communicate clearly on the phone and can read and speak fluent English.
• Spanish speaking a plus.
• Must be very detailed oriented and have the ability to work in a fast-paced environment.
• Must be able to work with confidential information regarding customer accounts and employee files.
• Must be able to pass a drug test upon hire and successfully complete a thorough background check.
• Must be able to successfully pass training (90 days).
• High School Diploma or General Education Degree (GED) is required and verified and two to three years leadership experience and three to five years customer service experience.
• College or technical training preferred.
• Experience establishing operating procedures & measurements.
• Representative III or similar experience may be preferred.

Job Type: Full-time

Pay: $59,000.00 - $74,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Weekends as needed

Ability to commute/relocate:

• Longwood, FL 32750: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Leadership: 2 years (Preferred)
• Customer Service: 3 years (Preferred)

Work Location: In person