Call Center Manager

ABOUT EMOVIS
At Emovis we offer state-of-the-art toll-based mobility solutions and associated services for urban and interurban environments. As the competence center for Abertis, a worldwide leading concessionaire managing 5000 miles of high-capacity high-quality motorways, we look to bring the quality and efficiency demanded by Abertis to public sector transportation agencies. With over 40 years’ experience and over 700 employees in 10 countries, we are trusted partners to Authorities and Tolling agencies across the world.

Our vision at Emovis is to partner with transport leaders across the world to accelerate their business toward seamless, sustainable, and inclusive mobility. We are expanding our footprint in the USA. As a result, we are operating Call Centers’, Walk-in, and Welcome Centers’ throughout the United States.

JOB PURPOSE

The Call Center Manager reports to the Operations Manager. Responsible for overseeing the daily operations of all customer service functions, including the call center, web chat, short messaging system, and customer correspondence in writing/email. Completes audits and ensures compliance with required contract performance standards.

Partners with cross-functional leadership to address and identify opportunities to enhance ongoing training needs and continuous improvements. Oversees the team's hiring, leadership, management, and motivation, documents performance and manages team development initiatives. Ensures the team has tools and resources and is engaged to perform the duties.

RESPONSABILITIES

• Manage performance standards in alignment with contract standards.

• Recruit, onboard, coach, develop, and lead team leaders to ensure achieving objectives and maintaining an engaged workforce.

• Serve as the liaison with vendors/subcontractors to ensure quality standards are met.

• Partner with development staff to solve escalated concerns, develop new processes, and improve workflow and program performance.

• Drive continuous improvements to departmental processes to increase productivity, enhance customer experience, and reduce costs and risks.

• Analyze and evaluate existing processes and make necessary changes and adjustments to achieve greater efficiency and success.

• Build a culture of excellence and exceptional customer service.

• Promote and champion team spirit, morale, and engagement through employee recognition and effective communication.

• Develop, track, and monitor key Customer Service metrics to manage the organization effectively.

• Establish and maintain good relationships with key stakeholders.

• Monitor customer escalations, issue trends, and workload forecasting.

• Ensure excellent internal communication to help foster a customer-centricoperation.

• Conduct performance evaluations and provide feedback to team members.

• Monitor and analyze customer service metrics to identify areas for improvement.

• Manage a team of Supervisors to help drive performance to KPIs and compliance with company policies.

• May perform other duties as assigned.

REQUIREMENTS

Education:
Bachelor's degree from a four (4) year college or university in Business Administration,
or related field Preferred

Experience:
Five (5) years of experience in managing call centre operations.
Vendor relationship manager preferred.
Three (5) years’ experience in a leadership role managing a team.

Travel
No travel requirements

COMPETENCES

• Communication – Express ideas and deliver comprehensible messages, structuring them
  in a clear and transparent manner, while listening actively and being empathetic.
  Influences and creates an impact on others and showing strong negotiating skills.
• Teamwork – Work with others, adopting collaborative and positive relationships to
  achieve common goals.
• Change - Accept, embrace, drive change, innovation while being open to different
  approaches, ideas and proposals.
• Results – meets and/or exceed goals and objectives by adopting an agile dynamic,
  efficient and cost oriented approach, eagerness and optimism to get best results.
• Leadership – build and lead the team toward common results, positioning oneself as a
  leader and role model for guiding, inspiriting and driving performance and development
  of team members while spearheading a positive environment.
• Strategic Mindset – Anticipates situations in the market while embracing the
  companies/department strategic vision and mission. Achieves internal and external
  customer loyalty by utilizing quality and suitable proposed solutions.

WHY WORKING WITH US

• Reward and Recognition - We look after our talented teams from market-competitive salaries to performance-based bonuses and flexible benefits packages.
• Be part of something big - What´s more exciting than being at the forefront of one of the fastest changing industries? Join our team and makes your mark on the new global economy.
• Flexible Work Schedule - Where possible we`ll help you work where you need to when you need to. Because life happens.
• Everyone has a voice - Innovation does not know hierarchy. We make sure everyone is heard, considered, and respected.
• Room to Grow - Learning is built into every role here. You will get mentorship and take ownership.
• All inclusive - Be yourself. That´s who we are hiring. Our culture celebrates and supports the difference that makes each of us unique. It´s how we build better products for the world, and career growth for you.