Support Center Manager

Retail Technology Group Fenton , MO 63026

Posted 2 weeks ago

The dynamic Support Center Manager will enthusiastically lead and manage the training and operations of our 24/7 Service Desk and the Staff. This Management role contributes to the Company's continued success by passionately executing all duties as outlined below which promotes the culture and mission of the company.

General Job Description

Manage overall day to day aspects of a Support Center including Case Management, Call Management, Client daily, weekly, monthly review calls.

  • Monitor inbound call traffic to ensure efficient distribution based on staff availability

  • Use scheduling applications to track and monitor call volume and trends

  • Work closely with supervisors to monitor productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, breaks/meals and time off as needed

  • Monitor the scheduling database to track availability of associates

  • Prepare and communicate daily and weekly reports to the Executive team regarding volume call forecasting and available staffing

Role and Responsibilities

  • Coordinate staff schedules

  • Distribution of work load

  • Coordinate special projects with staff

  • Technical issue help

  • Generate reports

  • Ensure adherence to Que activity

  • Call Center Management

  • Monitor call center staff performance

  • Strategic development (self, staff & department)

  • Partner with Human Resources in hiring and termination and other Associate performance issues

  • Takes personal ownership by portraying a positive role model through professional dress, demeanor and language

  • Leads by example and motivates diverse teams with self-confidence at all times by exemplifying the company vision, mission, values and culture

  • Actively mentor, coach and lead teams to optimal performance through both efficiency and empathy

Experience, Qualifications, and Education

  • Minimum 3 years in Call Support Center/Customer Service Management

  • Proven track record

  • Excellent computer concepts of operating systems

Benefits

  • Medical, Dental, Vision and Life insurance available 1st of the month after 60 days

  • Short-Term and Long-Term Disability available to purchase

  • 401K available after 1 year

  • Paid Vacation and Sick time

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