Contact Center Service Manager

• Provides daily direction and communication to Service Team’s Assistant Managers, Senior CCPs and CCPs so that inbound & outbound activities are handled in a timely, efficient, effective, and knowledgeable manner contributing to excellence in the customer experience, as measured by predetermined Key Performance Indicators (KPIs)
• Regularly meets with Contact Center Leadership team to discuss issues and potential resolutions, working to implement existing technology, features, and data to drive better customer and employee experience. Partners with Training & QA to ensure all training, knowledge, and QA documentation is correct and up-to-date, and accurately guides the use of technologies that are implemented in a consistent, reliable, and repeatable manner.
• Works with the Training Team to assess the need for and arrange training on products, services, processes, and technology for relevant Service Team employees.
• Works with the Sales Team Leadership to help ensure that customer expectations are being set and communicated accurately.
• Along with the Assistant Manager, provides performance feedback and coaching regularly to each year-round Service Team member. Monitors achievement of quality and productivity KPIs and address any areas needing improvement. 
• Ensures Service Team is staffed appropriately with full-time, part-time, temporary, and/or outsourced positions. 
• Works with WFM to identify opportunities for efficiency and productivity gains in the intra-day and weekly scheduling of CCPs and directs the Assistant Manager in implementing staff adjustments as necessary.
• Oversees and manages team to ensure on-time completion of departmental administrative and reporting activities.
• Coaches, mentors, and develops Service Team members, including providing career development planning and opportunities.
• Recommends and deploys approved motivational and incentive programs, providing motivational support to team members to maintain high morale and productivity.
• Writes and administers performance reviews for direct reports.
• Reviews management, employee, and customer feedback and adjusts continuously to improve performance.
• Addresses disciplinary and/or performance improvement needs with staff members per company policy.
• Under direction of Director of Customer Service, acts as a point of contact for customers, Operations, Data Entry, IT, Accounting, and other staff members of the contact center regarding questions and issues.
• Provides continual evaluation and improvement of processes and departmental standards, procedures, and strategic directives. Responsible for suggesting methods to improve call center operations, efficiency, and service to both internal and external customers.
• As determined by management, regular and predictable on-site or online attendance is required for access to pertinent systems, data, supervision of staff, interaction with other personnel, vendors and other business partners, as well as attendance at meetings and other event participation. 
• Performs other duties as assigned.

• High school diploma or general education degree (GED) required; some college course work in Business, Sales, Marketing, Communications or related subject matter preferred.
• Minimum three or more years of customer service/call center experience, with a minimum of two years of successful lead, supervisory, or managerial experience. 
• Minimum typing skills 45 WPM.

We are an Equal Opportunity Employer welcoming candidates from all backgrounds and industries to apply. We encourage personal and professional growth. Come join our culture with core values of Customer Focus, Pursuing Common Goals, Family, Integrity, Innovation, and Perseverance.