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Call Listening & Reporting Manager
Location:
Phoenix, AZ
Description:
** Candidates not currently located in the Greater Phoenix area will not be considered for employment. This is an in-office position. It is not remote. ** Applicants must reside in and be legally authorized to work in the United States. Verification will be completed before a hiring decision is made. RYNO Strategic Solutions is seeking a highly motivated and experienced Call Listening and Reporting Manager to join our team. The ideal candidate will have a strong background in call center management and analytics, with a passion for delivering exceptional customer experiences. The role will supervise and communicate direction and guidance to our large, remote-based team of contracted call listeners. This critically-important leadership role will be primarily responsible for ensuring call reporting is completed timely and accurately each month for hundreds of digital marketing clients. The right candidate for this position will be not only analytical and driven by data, but will also have a heart for motivating, training, and managing a hard-working and committed team of call listeners and helping to solve problems day-to-day. Primary responsibilities include: Ensuring department deadlines are met efficiently and accurately Setting up client accounts and generating call tracking numbers (static and dynamic) Managing team scorecards to ensure productivity and efficiency standards are met Communicating departmental, organizational, and client goals to team members Participating in Leadership Team meetings bringing a strong POV Working with internal and external teams/clients/vendors to drive results Monitor and analyze calls to ensure quality standards are being met Coach and train agents on call handling best practices and customer service skills Generate reports on call center performance and provide insights and recommendations for improvement Collaborate with cross-functional teams to identify process improvements and implement changes Building department systems and processes Stay up-to-date on industry trends and best practices for call center management and customer experience Other duties as assigned Requirements: 3-5 years of office experience managing in-person or remote call center teams Microsoft Excel and Google Sheets expert (certification is a plus) Solid understanding of performance reporting and basic financial analysis Proven experience in a customer service environment Proven experience with Call Tracking Number platforms (e.g., Marchex, CallRail, CallSource) including setting up dynamic number pools Experience hiring, onboarding, and training call center personnel A personal sense of urgency Desired Skills: Excellent written and verbal communication skills Associate's or Bachelor's degree in a related field A leader who will act with integrity, professionalism, and confidentiality Highly detail-oriented, particularly with proofreading Thrives in a fast-paced, unpredictable environment with tight deadlines Strong time management, problem-solving, and conflict-resolution skills High-level understanding of Digital Marketing (SEO, PPC, etc.) Experience with Google Analytics Proactive, self-motivated, and dependable with a positive attitude Genuinely cares about clients and the team Standard RYNO Benefits Include: Annually paid educational expenses for approved training programs Paid Time Off Paid Holidays and Birthday Medical, Dental, Vision, and Life Insurance A Comprehensive Employee Assistance Program 401k Flexible start times and half-day Friday Annual $2,000 education budget for professional development Leadership and advancement opportunities An annual Misogi experience ( https://youtu.be/nSvlC7hiVjQ) Y our choice of one of the following monthly benefits (up to an $85 value): house cleaning service, massage, child care, pet insurance, or gym membership Drawings for Arizona Cardinals and Phoenix Suns tickets Monthly in-office events and monthly volunteer days to give back to our community Quarterly Team Builders The dopest team merch! A casual work environment with lots of coffee and candy A badass Holiday Party https://drive.google.com/file/d/1Z5e6h7Sl8O9EMEDhN7H7rMDHBerCj3wv/view?usp=drivesdk Job Type: Full-time About Us: RYNO Strategic Solutions is an innovative, full-service Internet marketing company with 100+ RYNOs offering exceptional internet marketing services since 2008. We stay ahead of our competition with top-notch proprietary strategies, tracking, and reporting. Due to our total transparency, our customers always know exactly what they receive through their marketing efforts with us. We are dedicated to helping Home Service companies find their customers online by utilizing the most cost-effective desktop and mobile strategies. Our Mission: We Exist to Grow Your Business...PERIOD. Our Values: We are transparent We are good communicators We give back We have integrity We are positive We genuinely care We focus on education
Company:
Ryno Strategic Solutions
Posted:
December 26 2023 on ApplicantPro
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More About this Listing: Call Listening & Reporting Manager
Call Listening & Reporting Manager is a Executive Manager Job at Ryno Strategic Solutions located in Phoenix AZ. Find other listings like Call Listening & Reporting Manager by searching Oodle for Executive Manager Jobs.
Call Listening & Reporting Manager is a Executive Manager Job at Ryno Strategic Solutions located in Phoenix AZ. Find other listings like Call Listening & Reporting Manager by searching Oodle for Executive Manager Jobs.