Call Center Manager

SUMMARY

Manages and directs all aspects of in/outbound call center operations. Implements and reviews policies and procedures. Supervises, trains, and develops representatives; resolves conflicts; ensures work product consistently meets established standards; and takes required corrective/developmental action to remedy deficiencies.

ESSENTIAL FUNCTIONS

· Responsible for direct oversight of call center operations.

· Responsible for monitoring random calls to improve quality, minimize errors and track operative performance.

· Review and coach team on calls and customer interactions to achieve high levels of service.

· Maximize staff potential to meet and/or exceed performance standards through talent management tools such as performance plans, effective training, coaching, evaluations and disciplinary actions.

· Measure, report, and identify strategies to address key metrics such as call abandonment, wait times, and first call resolution effectiveness, among other indicators.

· Deescalate irate customers to ensure great customer experience.

· Obtain certification in Housing Choice Voucher Specialist within 120 days of employment.

· Run models to accurately predict changes to headcount and staffing requirements, skills, and schedules based on quality, service level, and forecasted volumes.

REQUIRED KNOWLEDGE SKILLS AND ABILITIES

· Excellent communication skills, both verbal and written.

· Ability to provide excellent customer service, especially in challenging situations; maintaining a positive attitude.

· Ability to interpret and implement regulations pertaining to the program.

· Excellent critical thinking skills.

· Excellent time management skills with the ability to organize, multi-task, and prioritize responsibilities.

· Strong analytical and problem-solving skills.

· Demonstrated attention to detail.

· Ability to write and proofread materials for content and accuracy.

· Ability to produce clear, accurate, and concise work product.

· Mid-level understanding of frequently used computer software and programs, such as Microsoft Office; advanced knowledge of Excel is necessary.

· Ability to perform accurate mathematical functions.

· Ability to follow verbal and written instructions.

· Flexible team player willing to adapt to changes and unafraid of challenges.

· Demonstrated punctuality and reliability.

· Project management skillset.

OTHER DUTIES AND RESPONSIBILITIES

· Complies with applicable job-related local, state, and federal regulations.

· Responsible for safety while performing all facets of job; observes all Housing Authority safety procedures, as well as all local, state, and federal safety laws and regulations.

· Promotes positive customer relations.

· Performs other duties as assigned.

EDUCATION, EXPERIENCE AND/OR CERTIFICATION

· Bachelor’s Degree or equivalent;

· Three – five (3-5) years related work experience.

EQUIPMENT AND SYSTEMS OPERATED

· Personal computer and peripherals

· Standard office equipment

ADDITIONAL WORKING CONDITIONS

· Requires availability to work beyond normal workday

· Work environment consists substantially of indoor office activities performed in a heated/air-conditioned setting

· Position requires the need to walk, sit, and/or stand for extended periods of time

· Requires stooping, bending, crouching and/or reaching for files or tools

· Frequent repetitive hand movement (e.g. typing)

· May lift, carry and/or push up to 20 pounds

· Appointees will be required to possess a valid driver's license and be insurable according to agency guidelines only if the operation of a vehicle, rather than employee mobility, is necessary to perform essential duties of the position

The salary range for this position is $50,000 - $90,000.

BENEFITS

· Health insurance

· Dental insurance

· Vision insurance

· Life insurance

· Healthcare flexible spending account

· Dependent Care flexible spending account

· Commuter flexible spending account

· Employee assistance program

· 401(k) matching

· Paid time off

Job Type: Full-time

Pay: $50,000.00 - $90,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to Commute:

• Chicago, IL 60603 (Preferred)

Ability to Relocate:

• Chicago, IL 60603: Relocate before starting work (Required)

Work Location: In person

Salary : $50,000 - $90,000