Peleman Industries was founded in 1939. Nowadays the company is world market leader in the field of presentation of printed documents with offices all over the world: In Belgium, USA, Cyprus, Italy, Austria, Germany, The Netherlands, Poland, Spain, Portugal, France, Switzerland, China, Japan, and Australia. Today our products are sold in over 110 countries through our network of distributors, dealers and subsidiaries. With its brand Unibind, Peleman Industries has an excellent presence in the professional and office environment. With the brand MyBookCompany the broader consumer market is targeted through retail channels with new products specially designed for this market. With the brand WWAOW the market place between readers and writers has been created for printed books through E-commerce.

Call Center Manager

Interested candidates please send a soft copy of your resume to bintakanok@peleman.com or mail to 11820 Wills Road Alpharetta, Ga 30009 Attention: Bee Intakanok
Function
  • Oversees daily operations of the Call Center and manages the Customer Care Representatives in the department. Uses strong knowledge of customer systems, products/services and leadership skills to oversee and guide employees in meeting performance and customer service objectives. Reviews and evaluates staff on ability to meet those objectives. Prepares performance reports, statistical analysis and plans of action. Sets target goals for performance, quality and efficiency. Must have working experience in a call center. Must also have experience in managing a team. May handle escalated customer complaints upon customer or executive request and utilizes escalations as a method to train and develop staff. Must possess leadership skills and good verbal and written communication skills.

Duties/Responsibilities:

  • Manage the daily work flow of the Call Center including procedures and schedules
  • Collaborate with sales, marketing, credit and operations to gather information and resolve issues
  • Maintaining an up-to-date knowledge of departmental issues
  • Planning and managing change
  • Developing metrics and performance levels of the center and preparing reports
  • Random monitoring of calls to improve quality, minimize errors and track performance
  • Review staff performance identifying staff training needs and planning training sessions
  • Liaising with HR in the planning and developing of staff recruitment
  • Handling the most complex customer complaints or inquiries
  • Coaching, motivating and retaining staff
  • Other duties may be assigned to meet business needs.

Compensation

  • Base negotiable
  • Company Paid health insurance, short and long-term disability , Life/AD&D
  • 401K options