Call Center Manager
Call Center Manager
Posted on :
27-08-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
27-08-2025
Job Description
Job Title:Call Center Manager
Department:Post Production Service Support
Reports To:VP Operations
Location:KCMO
Employment Type:Full-Time Exempt
Reports To:VP Operations
Location:KCMO
Employment Type:Full-Time Exempt
Position Summary:
The Call Center Manager is responsible for overseeing the daily operations of the Service Support Call Center ensuring excellent customer communication efficient case handling and timely service coordination across all product lines. This role includes direct management of a team of Customer Service Representatives (CSRs)and coordination with internal Product Support Specialists and external service providers. The manager ensures all interactions are logged in the CRM system drives high service standards and supports revenue growth through accurate parts referrals to the Becker Parts Division.
Key Responsibilities:
Team Leadership & Call Center Operations
- Supervise and lead the CSR team ensuring excellent phone email and customer service interactions
- Provide coaching training and performance management for CSRs
- Establish shift coverage call-handling protocols and escalation workflows
- Monitor daily activity to ensure service level targets are met
CRM System Management
- Ensure all customer calls and email communications are logged in the CRM system
- Maintain high-quality consistent data entry by CSRs
- Use CRM analytics to track call volumes issue types and resolution timelines
- Prepare and present reports on call center metrics to leadership
Service Coordination
- Route service cases to the appropriate Product Support Specialist or department
- Track open tickets and follow up to ensure timely resolution
- Coordinate scheduling and dispatch of third-party service providers within our coast-to-coast network
- Monitor service completion status and ensure follow-up communication with customers
Customer Experience & Communication
- Serve as escalation point for customer concerns or unresolved issues
- Maintain a professional responsive customer service environment
- Develop and refine call scripts templates and service communication standards
Parts Sales Funnel Integration
- Train CSRs to identify parts-related needs during intake
- Funnel qualified leads to the Becker Parts Divisionfor quoting and fulfillment
- Track and report on parts-related inquiries and referral performance
Continuous Improvement
- Identify and implement improvements to call handling routing logic and communication flow
- Work with leadership and IT/CRM team to enhance reporting and system usage
- Maintain process documentation and training materials
Qualifications:
Required:
- 3 years of experience in a customer service or call center role
- 1 years in a supervisory or team lead capacity
- Proficiency with CRM systems (e.g. Salesforce HubSpot Zoho)
- Strong communication leadership and organizational skills
Preferred:
- Experience in manufacturing equipment service or technical support environments
- Familiarity with service dispatching and third-party vendor coordination
- Basic understanding of aftermarket parts and logistics
Key Competencies:
- Customer-Centric Mindset
- Team Leadership & Coaching
- CRM Accuracy & Analysis
- Workflow Coordination
- Conflict Resolution
- Cross-Department Communication
Performance Metrics (KPIs):
- Call and case handling time
- First-contact resolution rate
- CSR productivity and quality scores
- CRM data accuracy and case closure rate
- Number of parts referrals to Becker Division
- Customer satisfaction ratings
SkyMark Refuelers is a market leading manufacturer of custom work trucks serving the aviation refueling liquid waste removal hi-rail maintenance direct-to-locomotive refueling and refined fuel delivery industries. With its headquarters in Kansas City Missouri SkyMark also operates a world-class aviation refueler facility in Findlay Ohio along with a tank plant in Sullivan Illinois.
Required Experience:
Manager
Employment Type
Full Time
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