Overview
The Audience Services Manager provides hands-on supervision for Roundabout high-volume Call Center. Reporting to the Senior Manager of Call Center Operations, this position will be charged with overseeing daily shift operations and providing ongoing coaching and guidance for inbound and outbound calling staff for both Roundabout’s Call Center, as well as Criterion Ticketing—ticketing for rentals in Roundabout’s venues.
This is some of what the Audience Services Manager will do:
- Assist with distribution of sales leads and caller assignments.
- Maintain a robust knowledge of Roundabout’s offerings, sales techniques, policies, and customer service standards.
- Aid in the development and execution of calling scripts, operational manuals, and technique enhancement.
- Participate in the development and facilitation of staff training.
- Monitor calls and provide coaching for staff in the performance of outbound sales and fundraising calls, as well as inbound purchase and customer service calls.
- Collaborate with Sales and Analytics department to process sensitive data entry tasks.
- Provide feedback on customer facing materials.