Call Center Manager

We are seeking a Call Center Manager to join our team in the non-profit sector, based in EAST SYRACUSE, New York, 13057-1210, United States. In this role, you will be responsible for ensuring the efficient and effective operation of the Crisis Services call center. They will oversee the scheduling and management of call center agents to meet service level objectives and maximize resource utilization. This position also provides administrative support for the division’s hiring and onboarding processes, analyzes historical and current call volume data to determine appropriate staffing levels, and supports workforce wellness initiatives. Responsibilities:·      Analyze contact center patterns, including volumes, trends, and attrition rates to identify call center scheduling needs·      Utilize the analysis results to forecast contact center workload and build scheduling plans to meet service level objectives·      Work with management team to maintain and adjust staffing schedule assignments to ensure contact center key performance indicators are met·      Track and maintain list of current open positions and provide administrative support during the hiring process·      Maintain accurate records of candidate applications, resumes, and interview feedback.·      Conduct candidate screenings, coordinate interviews, verify references, and communicate with applicants·      In collaboration with Operations Manager and Center Functions Manager, develop onboarding protocol for equipment and account management·      Work with other technology personnel to troubleshoot technology issues when necessary·      Plan and coordinate wellness, recognition, and appreciation activities for the division·      Accept and perform other duties as assigned to contribute to the overall success of Contact’s mission and goals.

Salary : $25 - $27