The Manager, Call Center is responsible for driving the overall effectiveness of business unit goals for the Call Center, specifically Quality Assurance/ Process Improvement, Training / Knowledge Base, Workforce Management / Staffing and direct management of Production associates. The role reports directly to the Senior Manager, Call Center Operations and directly manages a team of operational Supervisors and customer service representatives to ensure department performance, outcomes, and drive support of strategies tied to outstanding customer service through adherence to quality and performance metrics The Manager, Call Center partners with functional stakeholders that do not report to operational site leadership including managers of Quality Assurance, Workforce Management, Reporting and Analytics, Training/Knowledge Base and Technology.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
25%-Sets or assists in setting department priorities and directly manages supervisors towards the achievement of department objectives and goals.
25%-Ensures that assigned business unit addresses inbound customer inquiries to the highest professional standards and to the satisfaction of the customer and the Company. Works to maintain excellent service levels, monitor performance and ensure that business unit performance meets established expectations.
20%-Acts as escalations path for complex customer contacts and periodically conducts real-time call/e-mail or chat monitoring and coaching in order to enhance service quality and increase productivity and department performance. Evaluates real time monitoring that supervisors conduct.
15%-Contributes to continuous improvement initiatives by tracking customer issues, identifying patterns and root causes and then executing recommended solutions.
15%-Promotes ongoing cooperative relationships. Ensures positive working relationships and effective communication, and ensures associates are equipped with information critical to the success of their roles. Builds and develops an effective, high performance team.
NATURE AND SCOPE
This position reports to Sr Manager Call Center Operations
This position has 3-5 Direct Reports
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 5 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Knowledge, Skills, Abilities and Competencies:
Demonstrated success in developing and managing people and processes in a Customer Service organization.
Ability to achieve results despite large workload and competing demands.
Practical understanding of customer service/order entry systems and proficient PC skills (Microsoft Office, Call Center software).
Excellent and effective oral and written communication skills.
Proven ability to meet deadlines, manage multiple priorities and achieve results in a fast paced and demanding work environment.
Demonstrated ability to foster an environment of team work, customer satisfaction, communication, approachability and empowerment.