What are the responsibilities and job description for the Call Center Manager position at DTIS?
About DTIS
As a FBI approved channeler, DTIS services are based on security, stability, reliability, performance, best value and extensive experience of more than fifteen years of collecting and processing biometric and biographical data. DTIS also operates the Transportation Security Clearinghouse and is a TSA Designated Aviation Channeling Service Provider, providing background checking services for more than 300 airports and 75 air carriers. Since inception, we have facilitated more than 10 Million backgrounds checks across federal, state and commercial programs and facilitated more than 7 million biometrically-based and 5 million biographical background checks and processed in excess of $150 million in electronic funds transfers.
Overview
We are seeking a Call Center Manager to lead and support an effective and cohesive team, to ensure consistent delivery with exceptional customer service. This role is responsible for overseeing daily team operations, driving performance, and ensuring high-quality service in alignment with our mission and values. You'll guide a team of representatives, set goals, and implement processes to achieve client success and company objectives. This role requires strong leadership skills, a customer-centric approach, and the ability to analyze data to make informed decisions. The manager will be required to be in our Fairfax, VA office two days per week.
Responsibilities
-Responsible for managing the day-to-day activities of the Customer Service team members to include managing and monitoring work queues, ensuring adherence to Service Level Agreements (SLAs) for responsiveness and turn-around time for customer issues and requests.
-Oversee the process of ensuring that completed service requests, delivered to customers are consistent with company policies, procedures and quality standards
-Handle escalated client issues and provide feedback and guidance to the CSR’s following live customer interactions. Effectively resolve and/or escalate customer issues resulting from service failures or misaligned customer expectations
-Track and manage team members’ performance, productivity, attendance and schedule adherence. Effectively and clearly convey performance issues to the Customer Service team members.
-Compile and monitor daily/weekly/monthly operational statistics and reports. Analyze trends, variances, and problem situations. Provide accurate reporting on results, including production statistics, actual results to goals, and forecasting projections
-Provide written and verbal performance feedback to all representatives. Make recommendations for areas of operational improvement to improve customer experience and increase efficiency in the call center.
-Coach and develop staff to ensure the highest degree of customer service to maximize quality service and customer retention. Foster, promote, and contribute to a positive team environment.
Scope of Impact
-Has responsibility for a group or team of employees and influences sub-unit/ department results where procedures are largely standardized.
-Coordinates activities of support/production teams.
-Sets priorities to ensure task completion.
Strategic Planning
-Works to apply policies or standards widely accepted within the function.
-Identifies and resolves day-to-day technical and operational problems.
-Makes decisions, guided by policies, procedures and own business plan, that impact the efficiency and effectiveness of own area.
-Sets priorities for employees to meet daily deadlines; develops plans to meet short-term objectives.
Knowledge & Skill
-Excellent verbal and written communication skills with strong interpersonal skills
-Strong leadership skills
-Must be flexible, organized, and have the ability to manage multiple priorities and meet strict deadlines
-Excellent analytical skills
-Possess strong problem-solving skills
-Ability to work effectively in a demanding, team-oriented, and fast-paced environment
-Knowledge of MS Excel, PowerPoint and Word software; Previous experience with Freshworks CRM Software preferred
-Distribution monitoring and reporting tools desired; must be effective at use of the Internet
-Experience working with Microsoft Windows applications
-Ability to work assigned/flexible hours necessary to complete the job on a weekly basis
Customer Focus
-Interpret customer needs and assess requirements
-Effectively communicate by adjusting communication style to audience
-Interact with management both within and outside of work until on significant matters
-Explain difficult concepts and persuade others to adopt a point of view
Education
-Bachelor's degree or equivalent work experience required
Experience
-Minimum 5 years leadership experience in a call center
-Strong knowledge of general Call Center Operations
NOTE: Employment in this role is contingent on passing stringent background checks with both the FBI and TSA. Failure to pass these background checks could result in immediate termination of employment. Background checks include, but are not limited to, credit checks, criminal history, and employment history. The candidate must be a U.S. Citizen.
DTIS is an Equal Opportunity Employer