Customer Service Call Center Manager

Customer Service Call Center Manager

 

Position Overview

 

Manage all Call Center functions for a six seat center.  You will report directly to the President and CEO and will be solely responsible for all Call Center operations.  You will act as both a front line supervisor and manager of the call center, interfacing directly with the Call Center Representatives to ensure quality standards and adherence to policy, provide daily coaching, and handle escalations.  Additionally, your management responsibilities will include Call Center reporting, scheduling, training, technology, evolution planning and overall performance achievement.

 

This is a hands-on job requiring an individual with experience in fast paced Call Center environment.  You must enjoy working in a multi-tasking, deadline driven environment.  This is not an 8-5 position; you will be expected to complete all daily tasks regardless of work load.  The company maintains high performance standards for its Management Team; you will be expected to deliver results which exceed expectations with little or no supervision.



Duties and Responsibility

 Overall end to end management of all Call Center OperationsManagement and development of all Call Center tactical and strategic reportingExecution and distribution of all Call Center daily and periodic reportsManagement of all Call Center Technology (ACD, IVR, Skill based routing systems)Ongoing development of all coaching and QA processesDirect coaching and side-by-side observations and QA of all representativesDevelopment and management of Call Center motivational and incentive programsManagement and coordination of computerized patient schedules for over 36 remote officesDevelopment and delivery of all new hire and recurring training modulesAnalyze call arrival and AHT data in order to create optimal staffing schedulesApplication of analytics to all Call Center reports and metrics to determine root cause of issues, and the subsequent development, implementation and execution of action plans to improve operating metricsAchievement of Call Center Service Level Objectives and other Key Performance Indicators.Recruit, hire and terminate staff as neededYou must be on call and available to respond to any center issues during all operating hours of the Call Center (currently Monday – Saturday,  8am – 7pm)

Required Experience and Skills

 Minimum of 5 years of progressive responsibility in an inbound Call Center, with at least 2 years of supervisory or management experienceDemonstrated experience in leading a team of call center representatives and exceeding KPIsExperience in the development of training materials and conducting training sessionsHands-on experience in side-by-side coaching, QA and employee developmentExperience analyzing call center reports and metrics and implementing action plansAbility to create and maintain complex spreadsheets using MS Excel, and create presentations in MS PowerPoint. Demonstrated experience in analyzing call center metrics (ASA, AHT, TT, etc) and creating statistical models for continuous improvement initiatives.Experience in a Call Center environment utilizing multiple front-end customer service systems.Must be detailed oriented with a strong proactive work ethic 

Compensation and Benefits

 $40,000 – $55,000, commensurate with experience and abilityThree weeks of paid time off after 1 yearFive paid Holidays per yearEligibility for 401(k) plan participationNote:  We DO NOT offer Health Insurance

Please reply with Resume, Cover Letter and Salary History.  Applicants moving on to second level interviews will be tested on MS Office applications and must pass with an advanced skill level in order to be considered.  Applicants will be subject to pre-employment screenings and background checks.