About Us
Secure Bike Share Hawaii, LLC, a proud operating partner of Biki, is dedicated to enhancing urban mobility through an efficient, reliable, and sustainable bikeshare system. We are seeking talented and motivated individuals to join our team and contribute to the growth and development of our system.
Job Summary
We are looking for a Call Center Manager to oversee call center operations, ensuring exceptional customer service and efficient handling of inquiries. This role involves creating employee schedules, developing and delivering training content, auditing work quality, and managing day-to-day call center employees and activities. The ideal candidate will be an organized and proactive leader with excellent communication skills and a commitment to maintaining high service standards.
Key Responsibilities
- Oversee Call Center Operations: Manage daily operations of the call center, including scheduling, staffing, and performance management.
- Monitor: Monitor call center metrics and KPIs to ensure performance goals are met or exceeded.
- Employee Development: Provide leadership, coaching, and development opportunities to call center staff, fostering a positive and supportive work environment.
- Customer Satisfaction: Handle escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction.
- Technology Development: Develop and implement strategies to improve call center efficiency and effectiveness, including process improvements and technology enhancements.
- Training Development: Create and update training and informational content for call center staff.
- Employee Training: Train employees and disseminate new information and training materials as needed.
- Employee Relations: Handle employee issues and provide corrective action when necessary.
- Collaboration: Collaborate with other departments to ensure seamless coordination and communication.
- Additional Duties: Perform other tasks and responsibilities as assigned by management to support the overall objectives of the company.
Qualifications
Experience:
- Minimum of 4 years in a role with a strong focus on customer service.
- Minimum of 3 years experience directly managing employees.
Requirements:
- Availability to work morning, evening, and weekend shifts
- Knowledge of performance evaluation and customer service metrics.
- Proficient in computer skills, typing 35 WPM and use of but not limited to Microsoft products, and google environment.
- Proficient in Microsoft Excel.
- Strong communication skills to effectively resolve customer issues, lead their team, and maintain positive relationships with both customers and employees.
Skills:
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient with the ability to motivate and inspire a team.
- Strong foundation and knowledge of technology.
Attributes
- Reliable
- Positive attitude
- Problem-solving capabilities
Benefits
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- A dynamic and supportive work environment.
Join us in making a positive impact on urban transportation. Apply today to become a key player in our team at Secure Bike Share Hawaii, LLC.
To Apply: Please submit your resume and a cover letter detailing your relevant experience and qualifications.
Secure Bike Share Hawaii, LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Location:
Work Location: In person