**Job Title: Online Call Center Manager**
**Company: Ameren**
**Location: Denver, Colorado, US**
**Job Type: Part-Time**
**Seniority Level: Mid-to-Senior Level**
**Years of Experience: 6+ Years**
---
### **Job Description:**
Ameren, a leader in energy solutions and services, is seeking a results-oriented and experienced Online Call Center Manager to join our growing team in Denver, Colorado. This part-time position offers an exciting opportunity to lead an innovative online customer service team. The ideal candidate will be driven and motivated, with a passion for customer service excellence and a knack for encouraging creativity and collaboration within a team environment.
### **Key Responsibilities:**
- **Team Leadership:**
- Oversee the daily operations of the online call center, managing a diverse team of customer service representatives.
- Recruit, train, and develop team members, fostering a culture of continuous improvement and professional growth.
- Provide ongoing coaching and mentorship to enhance team performance, ensuring that all representatives meet or exceed performance metrics.
- **Performance Management:**
- Monitor team performance and productivity using key performance indicators (KPIs) to implement enhancements.
- Conduct regular performance reviews and guide team members in professional development plans tailored to individual aspirations and company goals.
- Address performance issues proactively, using effective persuasion techniques to motivate employees towards success.
- **Customer Experience Enhancement:**
- Analyze customer feedback and data to identify trends, potential improvements, and areas of innovation in service delivery.
- Develop and implement strategies to improve customer satisfaction and retention, ensuring that customer inquiries are resolved efficiently and effectively.
- **Process Improvement:**
- Collaborate with cross-functional teams to design and implement process improvements to enhance operational efficiency.
- Encourage team members to bring forward creative ideas, facilitating brainstorming sessions that drive innovative solutions to customer challenges.
- **Reporting and Analysis:**
- Prepare detailed reports on call center metrics, identifying patterns and opportunities for improvement.
- Present findings and recommendations to upper management to inform strategic decision-making.
- **Technology Utilization:**
- Leverage advanced call center technology and software to optimize team performance and improve customer interaction efficiency.
- Stay updated on industry trends and emerging technologies to drive innovation in call center operations.
### **Requirements:**
- **Education and Experience:**
- Bachelor's degree in Business Administration, Communications, or a relevant field preferred.
- Minimum of 6 years of experience in a call center management role, preferably in an online or digital support environment.
- **Personality Traits:**
- Driven and motivated to achieve the highest standards of customer service and operational efficiency.
- Open to creative solutions and fresh ideas, cultivating an environment that inspires innovation.
- **Soft Skills:**
- Excellent persuasion skills, with the ability to influence others to achieve strategic goals.
- Strong innovation mindset, actively looking for ways to improve processes, services, and team performance.
- Exceptional communication skills, both written and verbal, to engage effectively with team members, customers, and stakeholders.
- **Technical Skills:**
- Proficient in call center software and customer relationship management (CRM) systems.
- Strong analytical skills to interpret data and develop insights for performance improvement.
### **Working Environment:**
At Ameren, we embrace creativity in a culture that values fresh ideas and inventive solutions. Our diverse and inclusive work environment encourages our employees to think outside the box and contribute to innovative customer service practices. We aim to create a workplace that fosters collaboration and a sense of community among the team.
### **Benefits:**
- Paid overtime
- Company transportation
- Gym membership
### **Application Deadline:**
Please submit your application by **October 10, 2024**.
### **Equal Opportunity Statement:**
Ameren is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences. How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
