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 Abertis demands to public sector transportation agencies. With over 40 years of experience and over 700 employees in 10 countries, we are trusted partners to Authorities and Tolling agencies worldwide.

Our vision at Emovis is to partner with transport leaders worldwide to accelerate their business toward seamless, sustainable, and inclusive mobility. We are expanding our footprint in the USA. As a result, we operate call centers, walk-in centers, 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.

Responsibilities  

• Manage performance standards in alignment with contract standards.· Serve as the liaison with vendors/subcontractors to ensure quality standards are met.· Drive continuous improvements to departmental processes to increase productivity, enhance customer experience, and reduce costs and risks.· Build a culture of excellence and exceptional customer service.· Develop, track, and monitor key Customer Service metrics to manage the organization effectively.· Monitor customer escalations, issue trends, and workload forecasting.· Conduct performance evaluations and provide feedback to team members.· Manage a team of Supervisors to help drive performance to KPIs and compliance with company policies.
  
• May perform other duties as assigned.
• Monitor and analyze customer service metrics to identify areas for improvement.
• Ensure excellent internal communication to help foster a customer-centric cooperation.
• Establish and maintain good relationships with key stakeholders.
• Promote and champion team spirit, morale, and engagement through employee recognition and effective communication.
• Analyze and evaluate existing processes and make necessary changes and adjustments to achieve greater efficiency and success.
• Partner with development staff to solve escalated concerns, develop new processes, and improve workflow and program performance.
• Recruit, onboard, coach, develop, and lead team leaders to ensure achieving objectives and maintaining an engaged workforce.

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 center operations.
• Vendor relationship management preferred. 
• Three (3) years experience in a leadership role managing a team.

Skills/Attributes:

• Facilitation - Strong facilitation, collaboration, verbal and written communication skills and presentation skills. 
• Analytical - Strong analytical and problem-solving skills.
• Technical - Fluent in MS Office programs (Word, Excel, and PowerPoint).
• Leadership - Leads by example, conducts business ethically and with integrity, leads change across department and provides direction and guidance. 
• Communication - Excellent verbal and written communication with all levels of employees. 
• Management of Personnel Resources - Motivating, developing, and directing people as they work, identifying the best people for the job. 
• Time Management - Managing one's own time and the time of others. 
• Conflict Resolution - Identifies, collaborates, and resolves differences of opinions to resolve escalated concerns. 

Travel:

• No travel required.

Physical Requirements/Demands

All requirements are subject to possible modification to reasonably accommodate individuals with a physical disability).

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their job.

While performing the duties for this job, the employee may be required/subjected to:

• • Prolonged periods sitting at a desk, typing and working on a computer using repetitive motions.
  • Standing, walking, lifting, carrying, reaching, pushing, and pulling. 
  • Must be able to lift 15 pounds at a time.

Competencies

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

Why Work with Us

Reward & 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 make your mark on the new global economy. 

Flexible Work Schedule

Where possible, we'll help you work when you need to, because life happens. 

Everyone Has a Voice

Innovation doesn't know hierarchy. We make sure everyone is heard, considered, and respected. 

Room to Grow

Learning is built into every role here. You'll get mentorship and take ownership. 

Make Your Move

Come for a tech job. Stay for a BD career. We support exploring new fields right under our roof. 

All-Inclusive

Be yourself. That's who we're 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. 

Salary : $60 - $75