Manager, Call Center

Job Summary

The Manager, Call Center oversees the daily operations, effectiveness, efficiency, and engagement of the assigned team responsible for delivering customer service and support services for internal and external customers. The manager monitors team performance, inbound volumes, service level performance standards, coaches team members, provides guidance and support. Collaborate with their peers to drive continuous improvement and support the development of a positive work culture.

Essential Functions

• Manages daily, weekly and monthly functions for the assigned team.
• Creates processes and procedures with the ability to provide accurate guidance to team members.
• Actively monitors inbound volumes, and outbound call volumes, and adjust team members to support needs. Monitor the daily team performance, individual staff metrics, scheduling. adherence and availability as directed by their manager.
• Oversees daily, weekly and monthly staff schedules to assure adequate coverage. Assure staff adheres to established start / end times as well as established break schedules. Works with Workforce Management Analyst to make schedule adjustments. Make necessary updates in time and attendance system in a timely fashion.
• Conducts quality evaluations to align and improve teams performance with quality measures and standards aligned with the Training Manager guidelines.
• Effectively manages the workload of their team through coordinating workflows and establishing priorities. Holds the team accountable for identified goals and results. Identifies opportunities to improve effectiveness and efficiency of the contact center. Works with their manager on process improvement opportunities and related measurement metrics; executes against effectiveness measurement metrics.
• Identify areas of substandard performance or performance outside established workflow standards, policies and procedures – administer performance improvement and disciplinary actions with employees as needed
• Prepare and conduct 1:1 coaching on a monthly, quarterly and annual performance evaluations
• Responsible for decisions regarding employment, performance appraisals, training, disciplinary actions, and salary recommendations.
  Screen candidates, conduct interviews and participate in the hiring and promotion processes.
• Oversee weekly and monthly staff / huddle meetings keeping team current on changes. Provide reference materials, coaching, mentoring and ongoing education.
• Assists operations leadership and team by interpreting, researching, and resolving the most complex customer inquiries and escalations with limited support.
• Prepares team and queue reports, analyzes data to provide updates on teams performance and identify gaps against goals.
• Conduct special audits and projects as requested.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• H.S. Diploma or GED required
• Bachelor's Degree in Business Administration, Management, Communications, or a related field preferred
• 5-7 years in a contact center operations or customer service environment required or
• 2-4 years in a supervisory or manager role within a customer service environment or previous contact center required or
• 3-5 years in progressive leadership roles within a customer service environment or contact center operations preferred

Knowledge, Skills and Abilities

• Google Suite preferred; ServiceNow or similar ticketing platform proficiency and Knowledge of Genesys or similar soft phone platform is preferred, willingness to learn Oracle and leverage the training, reporting, and process components to excel at role
• Advanced customer focus and customer service skills
• Exceptional training and coaching skills to motivate employees
• Great verbal and written communication skills
• Ability to effectively present information to company employees including management.
• Ability to remain calm and in control of a situation
• Above average proficiency using computers for data entry, email, web searching, reporting, etc

Licenses and Certifications

• Six Sigma Green Belt Certification preferred