JOB SUMMARY

• The Manager, Call Center is responsible for managing the day-to-day activities of MaxxSouth’s Sales, Retention and Collections Call Center as well as the teams that supervise, lead, and support its operations.
• The Manager, Call Center drives results by setting monthly, quarterly, and annual goals and developing and implementing effective action plans and incentives. The Manager, Call Center develops strategies to ensure that every current and future customer is met with a high-quality customer experience.
• The Manager, Call Center reports directly to the Director, Sales and Marketing.
• Direct reports to this role include Supervisor, Customer Relations and Lead Customer Relations Representative.

ESSENTIAL JOB FUNCTIONS

The Manager, Call Center:

• Oversees activities of direct reports, provides guidance, motivation, and support as needed;
• Sets, and actively works toward the successful completion of, individual, team, and departmental goals that align with, and drive, organizational objectives and contribute to business growth and customer retention;
• Owns the performance management cycle of department personnel to include annual employee performance reviews, coaching, addressing disciplinary issues, and identifying professional development needs and opportunities;
• Analyzes the call center’s in-bound communication process and validates or modifies the strategy to optimize growth;
• Drives team efficiency and productivity while fostering a work environment that is engaging, encourages positivity and accountability, supports collaboration and teamwork, and is fair, unbiased, and consistent;
• Manages headcount, anticipating and preparing for fluctuations in staffing, and collaborates with customer relations supervisors to hire, onboard, and train the customer service team;
• Works effectively with customers, vendors, and the Company’s leadership team to build relationships and investigate and resolve issues and challenges;
• Monitors sales data to ensure that the department hits its quotas and maintains proper customer experience KPIs by monitoring 100% of customer calls with an automated scorecard system and tracking and reviewing individual team member’s call metrics (survey score, service level, etc.);
• Analyzes individual, team, and department-wide metrics to identify and act on both positive and negative performance trends to ensure that the department’s revenue goals and performance standards are met;
• Communicates changes to the Company’s products, services, procedures, and processes to ensure that the call center team is fully informed;
• Analyzes and standardizes procedures to improve departmental efficiency;
• Identifies departmental training needs and develops and disseminates training (i.e. customer service playbook);
• Participates in the preparation and maintenance of the call center budget to ensure effective and efficient operations;
• Follows and enforces the Company’s policies and procedures, including the EEO guidelines and safety, at all times;
• Performs miscellaneous duties as necessary.

JOB REQUIREMENTS

Education and Experience

• Bachelor’s degree in a business related field – required
• Minimum 5 years of progressive management or supervisory experience – required
• Minimum of 3 years of call center supervisory experience – required
• Minimum of 3 years of performance training/coaching experience – required
• Advanced knowledge of Microsoft Office (Word, Excel), Smartsheets, and Tableau – required
• Working knowledge of CSG – preferred

Core Competencies

• Accountability & Dependability - Effective and efficient. Delivers the right results on time. Takes responsibility and ownership for decisions, actions and results.
• Adaptability & Flexibility – Embraces change. Exhibits openness to learn and unlearn ideas, programs, systems and structures.
• Decision Making & Problem Solving – Uses critical thinking. Makes sound, ethical and logical job-related decisions.
• Service & Relationships – Collaborative and proactive. Fosters positive working relationships in a diverse workplace. Respects colleagues and customers.

Skills

• Ability to effectively prioritize and manage several different tasks, projects, and/or initiatives at one time;
• Demonstrated ability to motivate and effectively lead others;
• Excellent interpersonal, problem-solving, deductive reasoning, critical thinking and leadership skills;
• Ability to stay calm and professional in stressful situations and meet strict quotas;
• Ability to work effectively and efficiently both autonomously and collaboratively in a fast-paced and demanding environment;
• Results-driven mindset with a focus on achieving project objectives and driving business growth.

Other Requirements

• Background record that meets Company standards;
• Reliable means of transportation at all times;
• Strictly maintain confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so.

PHYSICAL DEMANDS

Walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers. Light lifting of 25 lbs. is occasionally needed.

WORKING CONDITIONS

• The Manager, Call Center is a full-time , salaried position. The regular work hours are 8AM-5PM Monday – Friday. These hours may vary to accommodate the needs of the department.
• The Manager, Call Center reports to 406 N 3rd Street, Booneville, MS.
• The Manager, Call Center works in an automated business office environment with business office equipment including telephones, personal computers, copiers, and FAX machines.
• The Manager, Call Center is required to drive on the job as needed and is subject to regular MVR checks. He/she must maintain a valid driver’s license and maintain a driving record the meets Company standards for an insurable driver at all times. Any time these conditions are not met, he/she must not drive on the job and must immediately report it to their supervisor.
• The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
• The duties assigned, the hours worked, and the status of this position are subject to change as the needs of the company changes.