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Overnight Call Center Manager (Start ASAP)



Posting ID: JP-002180263

Full Time
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• Respond to contacts from the testing network center, clients, and test-takers via chat, phone, and email, and address any questions/concerns, modifications, and/or technical issues immediately.

• Create support cases in the Salesforce tracking system for all occurrences and follow-up on issues as needed.

• Maintain accurate and well-ordered notes.

• Monitor and proactively communicate on-going issues that impact customer satisfaction and help ensure timely resolution.

• Provide guidance and support to the testing network, clients, and candidates as needed.

• Manage, develop, lead, and motivate a team to deliver excellent technical and non-technical support with a focus on providing outstanding customer service/satisfaction.

• Explain how the duties are to be performed and communicate how the successful performance of those duties will be measured.

• Ensure that the technical staff, after taking a call or chat, continues to address the customer's request, concern or problem and follow up until the issue is resolved to the customer's satisfaction.

• Be available to assist employees and resolve a wide variety of concerns and complaints.

• Evaluate the performance of team members.

• Coach team members as needed when performance or attendance does not meet compliance standards.

• Lead, oversee, and participate in the more complex and difficult work of staff responsible for performing a variety of customer service duties.

• Review all support cases for accuracy, notes, case headings, parent/child tickets, and owners.

• Coordinate retraining with all support cases that are incomplete.

• Communicate changes in service delivery, document training, and perform follow-up the same week ensuring the support staff is fully versed in the changes and new direction.

• Assign duties to the technicians and proctors as needed.

• Coordinate with Sr. Management on staffing decisions based on business needs

Night Hours: Tuesday - Saturday 11:00 pm - 8:00 am

• **This is not a remote position, employee will be expected to work onsite


call center management, Salesforce, Call center supervisor, management skills, Manager

Top Skills Details:

call center management

Contact Information

Recruiter: Michael White

Phone: (623) 259-2718


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