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Call Center Manager

Call Center Manager

Job ID 
Posted Date 

Job Description

Audible Inc. is a media company and the category leader in spoken-word entertainment. We’re looking for a committed Customer Care Group Manager. This role requires an effective personnel manager with superior performance coaching experience and the ability to successfully lead a large team. You’ll develop initiatives to meet the challenges of a fast-paced entrepreneurial environment, and aren’t hindered by ambiguity or competing priorities. Your leadership will ensure that Audible listeners receive an exceptional and seamless experience when engaging with team representatives.

You’re a big-picture thinker with an ability to identify and solve Service Delivery problems before customers even realize they need help. You actively develop people-managing supervisors, their team leaders, representatives, and encourage continual improvement. We have a culture that promotes empowerment, taking initiative, finding solutions, collaboration, and having fun. Beyond providing an incredible customer experience through your leadership and hands-on engagement, you are a skill-building and coaching role model. If this sounds like you, you might be the Audible Customer Care Team’s next Group Manager!

Your experience includes delivering results, working in a faced-paced environment, possessing a positive work ethic, and displaying reliability.

  • Leading daily Service Delivery operations for the call center, including a large group of &gt50 people with multiple sub-teams.
  • Being passionate about delivering an exceptional customer experience and best practices to resolve customer concerns.
  • Developing, monitoring, analyzing and meeting performance goals.
  • Overall implementation of tactical strategy for Service Delivery, including evaluation of success measures and operational efficiency.
  • Conducting monthly, mid-year, and annual performance reviews for Supervisors.
  • Key influencer or decision maker for Audible policies and procedures regarding motivation, rewards, discipline, conflict resolution, interviews, attendance, and training.
  • The identification, development, analysis, and improvement of team performance and/or business objectives.
  • Ownership of the individual development of Supervisors and guiding best practices for how they coach their teams for success.
  • Operationalization of experimental bar-raising customer service methodologies to support adaptable business needs.
  • Leveraging data to make factual decisions on behalf of the call center or to influence process improvement opportunities.
  • Represent the call center when collaborating with other partner call centers for support, information sharing, or common initiatives as directed by business owners.
  • Recommend plans for training, quality assessment, staffing, shift assignments and all other agent-impacting projects supported by global functional teams.
  • Staying current with the industry.
  • Contributing to a diverse team.

Basic Qualifications

  • 4+ years people management experience, leading mid-to-large size groups
  • A Bachelor’s Degree from an accredited university
  • Customer service experience in a call center environment
  • A proven ability to effectively resolve problems and implement process improvements in a production call center
  • You thrive under pressure, and have experience handing the most critical of customer escalations with calm and respect
  • You have impeccable communication and organization
  • You’re available to work irregular hours including holidays, nights, and weekends
  • You possess excellent time management and multi-tasking skills
  • You perform beyond expectations in a fast paced and changing environment
  • You have a history of motivating both individuals and teams to achieve results

Preferred Qualifications

  • Customer service experience in a call center environment for technical troubleshooting or help desk support
Audible is an Equal Opportunity Employer-Minority/ Female/ Disability/ Vet