Call Center Manager

Customer Service Alpharetta, Georgia


Description

Who is CADY?

CADY is a premier school photography company who is passionate about capturing and celebrating the most formidable years of the lives of students we engage with by telling their story through event and portrait photography products.

We're not just "another" school photography & branding company...we bring a fresh approach to a market that is long overdue for drastic change.

We live by the motto that you don’t need a cape to be a hero of everyday moments.

Summary

We are seeking a professional self-starter and customer enthusiast to join us as our Customer Experience Manager. This role serves as an integral part of our Customer Experience Team which responds to inquiries from parents, students, schools, studios as well as internal business partners. As a successful candidate, you will help organize, direct, motivate, challenge, develop and monitor the team of our Customer Experience Center under the direct guidance of the CX Director. You will be responsible for assessing productivity, QA, coaching and providing
feedback to maximize performance. An excellent CX Manager must have the customer’s experience at the forefront of every customer interaction.

Responsibilities

  • Assist in the formulation of KPI’s for individuals, team and department
  • Hire and onboard/offboard new employees
  • Answer questions from staff, remain knowledgeable of current policies/procedures and provide guidance and feedback accordingly
  • Anticipate escalations and take over calls when needed ensuring
  • Devise ways to optimize procedures and keep staff motivated
  • Measure performance with key metrics such as call abandonment, calls waiting etc.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Keep management informed on issues and problems
  • Prepare monthly/annual results and performance reports
  • The goal is to achieve and drive excellent performance from the CEC team that will bring sustainable business growth.

Requirements

  • College Degree preferred or a combination of strong, progressive work history and education
  • Proven experience as call center supervisor or similar supervisory position
  • Minimum 5 years, Customer Service experience in an exempt Supervisor role required
  • Excellent oral and written communication in English, good knowledge of additional languages will be a definite plus
  • Working knowledge of MS Office, Google cloud, and other computer-based systems
  • Tech savvy with knowledge of telephone equipment and relevant computer programs
  • Knowledge of performance evaluation procedures
  • Outstanding communication and negotiation abilities
  • A results-oriented approach
  • Excellent organizational and leadership skills
  • Must have a positive attitude and ability to work quickly in a fast-paced environment and be a strategic thinker
  • Able to work as a team and independently
  • Willingness to exceed the customers’ expectations placing our brand as the preferred photographer of choice

Benefits

  • Medical, dental, vision and life insurance, Health Savings Account option and a host of voluntary benefits to enhance your coverage
  • 401(k) with employer match
  • Paid holidays and paid time off

Employee Perks

  • A beautifully designed campus with open office spaces
  • Pet friendly environment
  • Office café with snacks and variety of beverages
  • Employee appreciation events throughout the year

Come work for an industry leader dedicated to top tier customer experience. If having fun at work is one of your top priorities, you have found the right place. Be part of a fast-growing company with career growth opportunities, the desire to promote from within, performance-based recognition and continuous improvement initiatives. The Voice of the Customer and Employee is very important to us! If you have what it takes to be a successful CX Supervisor with CADY please let us know, we would love to hear from you!

CADY Studios is focused on promoting an inclusive environment and is proud to be an equal opportunity employer. We celebrate the different viewpoints and experiences our diverse group of team members bring. CADY does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status, or any other status protected under federal, state, or local law.