Call Center Manager (Part-Time)

Since 1992, ELITE Parking Services has been proudly serving Hawaii′s businesses, people, and hospitality industry with the state′s best valet and self-parking services. But what we do is more than simply parking cars. Our philosophy is to provide the most efficient and courteous valet services at affordable rates and ensure that every guest we serve feels special, secure, and respectfully cared for. We are located at luxury hotels, award winning fine dining restaurants, major health care facilities, financial institutions and at prestigious community events.

Elite Parking Services is hiring a Call Center Manager.  The Call Center Manager is responsible for the management of the day-to-day operations of the call center.  This is a part-time position.

Primary Responsibilities and Duties:

• Develop standard operating procedures for the call center
• Train call center personnel
• Coach call center staff through challenging customer services issues
• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
• Collect and analyze call center statistics (sales rates, costs, customer service metrics, etc.) and prepare reports for upper management
• Evaluate staff effectiveness and performance annually or on an at-need basis
• Lead team meetings and give presentations to executives
• Develop monthly, quarterly and annual call center goals and action plans
• Prepare work schedules to ensure sufficient coverage
• Review and approve payroll for call center team
• Performs other responsibilities, as requested, or assigned by management

Requirements and Skills:

• Schedule must be flexible with the ability to travel to locations

• Proven experience as call center manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.)
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• High school diploma or equivalent; higher degree in a relevant discipline is preferred
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

This position is not remote and relocation expenses are not paid.

Elite Parking is an equal opportunity Employer.