Manager, Customer Call Center at Prixair

About the Role

• We are seeking a highly organized and service-driven Manager, Customer Call Centerto lead and coordinate our customer engagement operations across our retail, hospitality, and service businesses.
• This role is responsible for ensuring that every customer interaction reflects our core values of Knowledge, Integrity, Teamwork, Innovativeness, and Professionalism.
• The successful candidate will manage the call center team, improve response systems, and ensure a consistently excellent customer experience that drives repeat business and strengthens the brand.

Key Responsibilities

• Lead and supervise the daily operations of the customer call center.
• Manage inbound and outbound customer calls, inquiries, complaints, and service requests.
• Develop and implement customer service standards and call handling protocols.
• Monitor call center performance metrics such as response time, resolution rate,and customer satisfaction.
• Train, coach, and motivate call center agents to deliver exceptional service.
• Work closely with operations, sales, and retail teams to resolve customer issues quickly.
• Establish systems for documenting customer interactions and tracking recurring concerns.
• Produce weekly and monthly reports on call center performance and customer insights.
• Identify opportunities to improve customer experience and operational efficiency.

Requirements

• Bachelor’s Degree in Business Administration, Communications, Marketing, or a related field.
• Minimum of 6 years experience in customer service or call center operations, with at least 2 years in a supervisory or managerial role.
• Strong leadership, communication, and conflict resolution skills.
• Experience managing customer service teams in retail, hospitality, or service environments is an advantage.
• Proficiency in call center software, CRM systems, and reporting tools.
• Ability to work in a fast-paced, multi-business environment.

Key Competencies:

• Customer Experience Management
• Team Leadership and Staff Development
• Problem Solving and Conflict Resolution
• Communication and Relationship Management
• Data Analysis and Service Improvement.

What We Offer:

• Opportunity to work in a dynamic and growing organization
• Competitive remuneration package
• Professional growth opportunities
• A collaborative and innovative work environment.