We are searching for a dedicated Call Center Manager who can coach and motivate call center agents as they field calls from our drivers and riders. The Call Center Manager will hire employees and assist in the training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act a resource to agents.

To succeed as a Call Center Manager, you should be focused on helping your team build necessary skills and knowledge so they can better support our drivers and riders. You should be supportive, communicative, and attentive.

Call Center Manager Responsibilities:

• Hiring, training, and preparing call center representatives to respond to driver and rider questions and complaints and troubleshoot problems.
• Ensuring agents understand and comply with all company objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Working with other supervisors and management team members to support agents and maximize both driver and rider satisfaction.

Call Center Manager Requirements:

• 2+ years call center management experience preferred.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Strong understanding of rideshare policies and services is a major plus.
• Ability to coach, train, and motivate agents and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm, courteous and empathetic under pressure and navigate tense situations.