Panama Job Openings

Holiday Beach Companies

Call Center Manager

Panama City Beach

FULL TIME

November 14, 2024

Holiday Beach Companies in Panama City Beach, FL is looking to hire a full-time Call Center Manager. Are you a customer service rock star? Would you like to work for a successful company that values its employees? If so, please read on!

We provide great benefits, including health, dental, vision, life, short- and long-term disability, paid time off (PTO), and paid holidays after 60 days of employment.
If this sounds like the right opportunity for you, apply today!

ABOUT HOLIDAY BEACH COMPANIES
Holiday Beach Companies is five unique companies in one - we are all-inclusive from Real Estate, Development, Construction, Mechanical and Rentals. We offer the finest luxury vacation rentals throughout Florida's Panhandle.
We also provide a variety of additional amenities and services, including daily beach chair rentals, paddleboards, charter fishing excursions, and more to help our guests make the most of their vacation!

A DAY IN THE LIFE
The Call Center Manager is responsible for overseeing and leading the performance of Call Center Agents, driving improvements in service quality, and ensuring operational efficiency. This role includes managing the day-to-day activities of the call center, establishing clear goals, coaching staff to achieve peak performance, and analyzing performance metrics to optimize customer satisfaction. The Call Center Manager will work closely with senior leadership, HR, and other departments to align the call center's goals with organizational objectives and improve the overall customer experience.

Job Requirement and Responsibilities Include:

Leadership & Team Management:
- Lead, motivate, and develop a team of call center agents by providing ongoing coaching, feedback, and performance evaluations.
- Identify skills gaps and create targeted training and development plans to increase agent effectiveness and career growth.
- Act as a mentor to staff, offering support and guidance to foster a positive and productive work environment.
- Foster a team-oriented culture that emphasizes accountability, engagement, and continuous improvement.
- Actively manage staffing levels, ensuring appropriate coverage during peak times and employee absences.
- Implement a formal succession planning process to ensure there is a pipeline of talent for leadership positions.
Performance & Data Analysis:
- Develop and track key performance indicators (KPIs) for agents and call center operations, ensuring alignment with company objectives.
- Regularly analyze call center data (e.g., call volume, resolution time, customer satisfaction) to identify trends, areas for improvement, and opportunities for process optimization.
- Provide daily, weekly, and monthly performance reports to upper management, highlighting key metrics and recommendations for operational improvements.
- Ensure agents meet or exceed performance benchmarks in terms of call quality, customer satisfaction, and resolution times.
- Conduct performance reviews and create action plans for improvement when goals are not met.
Customer Experience & Process Improvement:
- Work cross-functionally with other departments (e.g., IT, Operations, Sales) to ensure seamless processes and consistent service delivery across the organization.
- Monitor and assess agent interactions with customers, providing real-time feedback and facilitating skill development.
- Implement and evaluate new customer service technologies and methodologies to streamline operations and enhance customer satisfaction.
- Identify and address operational inefficiencies or bottlenecks, driving process improvements to enhance the customer experience and overall call center effectiveness.
- Develop and standardize call scripts, response templates, and troubleshooting guidelines to ensure consistency in customer interactions.
- Lead the implementation of new policies, procedures, and technologies to improve service delivery.
Recruitment & Talent Management:
- Work with Human Resources to recruit, interview, and hire high-quality call center agents.
- Design and implement agent onboarding and training programs that ensure a strong understanding of the company's products, services, and customer service standards.
- Drive employee retention by identifying and addressing morale or performance issues, offering recognition, and creating career development opportunities.
- Build and maintain a high-performance team culture by setting clear expectations and recognizing top performers.
Operational Oversight:
- Monitor daily operational activities, ensuring the team operates efficiently and delivers excellent customer service.
- Ensure compliance with company policies, confidentiality standards, and industry regulations.
- Take corrective action in response to customer complaints, escalated issues, or process failures, and implement strategies to prevent future occurrences.
- Ensure accurate and timely processing of financial transactions, including daily deposits and reservation system updates.
- Manage the implementation of new working procedures and technology enhancements to ensure alignment with company goals.
Executive & Stakeholder Reporting:
- Prepare and present detailed reports for executives and team leaders on call center performance, including trends, challenges, and opportunities.
- Participate in strategic planning meetings, providing insight into customer feedback, operational performance, and resource allocation.
- Collaborate with senior leadership to develop long-term strategic goals for the call center, ensuring alignment with company-wide objectives.
- Participate in periodic audits and quality checks to ensure operational compliance and optimize performance.
Additional Responsibilities:
- Take ownership of special projects that enhance the call center's ability to meet organizational objectives.
- Lead the development and implementation of new initiatives aimed at improving call center performance and customer service.
- Provide support to other departments or locations as needed, helping to resolve complex issues and ensure customer satisfaction across all touchpoints.
- Stay informed on industry trends, new technologies, and best practices to ensure the call center remains competitive and innovative.
- Other duties as assigned by executive team

QUALIFICATIONS

High school diploma or GED required; Associate's or Bachelor's degree preferred in Business Administration, Management, or a related field.
Extensive experience in a call center or reservations environment, including leadership and management roles.
Proficiency with call center technology, including CRM software, phone systems, and reporting tools.
Strong knowledge of company products, services, and customer service policies.
Ability to thrive in a fast-paced, high-pressure environment while maintaining focus on quality and customer satisfaction.

SKILLS AND COMPETENCIES

Proven leadership skills with the ability to motivate and guide a team to success.
Strong analytical skills and the ability to interpret call center data to drive decision-making.
Excellent interpersonal, communication, and conflict resolution skills, both verbal and written.
Exceptional problem-solving ability with a customer-centric approach.
Ability to manage multiple tasks simultaneously while maintaining attention to detail.
High level of professionalism and ability to interact effectively with internal and external stakeholders.
Strong ability to identify process inefficiencies and implement corrective actions.
Experience with developing and presenting reports to executives and senior leaders.

PHYSICAL REQUIREMENTS

Ability to lift up to 25 pounds.
Ability to walk up multiple flights of stairs if necessary.
Ability to sit and/or stand for extended periods.

ARE YOU READY TO JOIN OUR EXCITING TEAM WHERE EVERY DAY'S A HOLIDAY?
If you feel that you would be right for this customer service job, please fill out our initial 3-minute, mobile-friendly application. We look forward to meeting you!

Transparency in Coverage Act
The below link leads to the machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers. The machine readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data.
https://link.edgepilot.com/s/75f68a39/hytx G2066k OEV4AUh9kei A?u=https://www.floridablue.com/members/tools-resources/transparency

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