Call Center Manager in Springfield, Illinois Metropolitan Area

  • Full Time
  • Anywhere


Ascend Wellness Holdings, LLC is a vertically integrated cannabis cultivator, processor and dispensary operator with assets in Michigan, Illinois, Massachusetts and Ohio. We seek to foster a robust and inclusive cannabis industry through a premium, unmatched customer-focused retail experience. We are looking to build a world-class team that will help carry out our mission of helping to shape the future of cannabis as a leading healthcare solution. We are committed to improving the quality of our patient’s lives by offering unrivaled quality, consistency and meticulously curated products that satisfy our customers unique, individual needs. Our dispensaries will set a new standard of excellence, emphasizing health and wellness. As a team that is committed to our values, our people and our communities, we are looking for people who are inspired by our vision and looking to take a leadership role with us as we expand nationally. Why AWH:
Our people are our greatest asset. Our team is comprised of a consortium of skilled and passionate professionals and partners from a diverse range of fields. We believe in building a diverse team, creating a space where all feel welcome and have the opportunity to grow while contributing to the success of AWH. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, national origin, age, sexual orientation or genetics. We aim to provide best in class service to our customers and community. In addition to a great environment, we offer the following benefits:
Medical, Dental, Vision & Life Insurance BenefitsPaid Time OffPaid HolidaysInspiring work environmentOpportunities for advancement
Position Overview: OVERVIEW: The Call Center Manager reports directly to the Vice President of Retail and provides direct management of Call Center operations, including day-to-day operation of the Call Center through the effective management of team associates and ensuring the Call Center provides accurate information and effective customer service. ESSENTIAL DUTIES AND RESPONSIBILITIES: ·     Leverage identified technology infrastructure to launch the call center in Illinois.·     Recruit, hire and train staff to scale call center to manage inbound calls, chats and scheduled outbound video consultations for patients and customers.·     Manage schedules or call center staff to meet customer demand.·     Develop knowledge data base for staff to utilize for call handling and response.·     Develop SOPs and other best practices for use in deploying the call center to other markets.·     Develop and utilize KPI’s to measure performance of call center and associates.·     Train staff on how to handle difficult calls, upset customers and other challenges that will be encountered on a daily basis.·     Stay up to date on call center trends, market trends and other industry specific developments.·     Produce reports to validate the impact of the call center on our business in Illinois.·     Other duties as assigned by the leadership / management team.  SUPERVISORY RESPONSIBILITIES: ·      Manages and motivates staff (including hiring, firing & performance management). ·      Train, direct and appraise staff.·      Make daily schedule for proper manpower utilization.·      Issues written & verbal instructions; examines for conformance to regulations and policy. COMPETENCIES:·      Must have knowledge of Microsoft Office Suite, including Word, Excel and Outlook.·      Demonstrated track record of managing a high-volume call center and call center associates.·      Proven ability to launch a call center from zero in bound calls to 200 calls daily·      Manages difficult or emotional situations, responds promptly to patient / customer needs, responds to requests for service and assistance, and meets commitments. EDUCATION, EXPERIENCE, ELIGIBILITY and TRAINING: ·      Must be 21 years of age or older. Must be able to pass background check·      High school diploma or general education degree (GED), associates’ degree or higher preferred; and 5 years of experience in call center or contact center environment; along with 5+ years of management experience or equivalent combination of education and experience.·      Experience working with medical cannabis or healthcare organizations is preferred.·      Experience with call center trends and technology, such as Zendesk, Calendy, Zoom, etc. CERTIFICATES, LICENSES, REGISTRATIONS: ·      Must possess a valid U.S. Driver’s License PHYSICAL DEMANDS:  ·      The position must occasionally lift, push, pull and or move up to 25 pounds.  While performing the duties of this job, this position is regularly required to sit and regularly use hand(s) to handle, grasp, feel, and or touch. This position is occasionally required to stand, walk and reach with hands and arms. This position is required to speak and listen regularly. WORK ENVIRONMENT: ·      This position performs duties in an office / retail store setting. The noise level in the work environment is usually moderate. EEO STATEMENT: Ascend Wellness Holdings, LLC and its subsidiaries is an equal opportunity employer and celebrate the population of differences, and does not discriminate in its hiring / hiring practices, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other characteristic protected by law. 

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