Job Details

Leadership Role In Call Center Operations

Provide strong, dynamic leadership that mentors, develops, and guides team members of all levels.

Planning and management of staff, with an emphasis on recruiting and retaining all promotional staff through strategic workforce planning.

Organizes, oversees and assumes responsibility for contact center operations such as customer phone calls and emails, daily personnel activities, schedules and training, customer service and other administrative duties.

Manages performance to meet and exceed team and company performance goals and KPI's such as Service Level, Average Speed of Answer, Abandon percentage, etc.

Tracking and reporting performance metrics to include call efficiency, satisfaction rates, staffing utilization and turnover.

Monitoring results of Quality Assurance (QA) programs fostering continuous performance improvement

Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delegation of duties, staffing levels and supervision

Works with the department Managers and Supervisors to fulfill department staffing objectives by reviewing headcount, workload and shift requirements.

Collaborates with Managers and Supervisors on ensuring job expectations are communicated appropriately to all staff.

Ensures that all Managers and Supervisors are continually monitoring, appraising, coaching and reviewing all staff.

Planning and reviewing compensation

Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies

Ensuring detailed records of communications are kept in database.

Conduct cross- departmental training sessions before, during, and after the launch of a promotion.

Contribute towards the completion of projects as work volume requires. Including, but not limited to escalated member and dealer issues.

Other duties as assigned

Requirements:

10 years of Call center experience in a managerial role (customer service preferred)

Bachelor's degree preferred or equivalent combination of education and experience.

Minimum of 7 years' experience leading high performing team

Proficient in MS Office Suite (Outlook, Word, PowerPoint, Excel)

Proven leadership and management skills

Proven experience managing KPI's (metrics related to member satisfaction, performance levels related to inbound/outbound calls)

Ability to mentor, empower and develop employees

Superb decision making and problem-solving skills

Strong analytic skills

Takes initiative with strong planning and organizational skills

Excellent oral and written communication skills

Excellent customer service skills and phone etiquette

Flexible and able to adapt to change in a fast-paced environment

Positive thinker, able to stay calm under pressure

Excellent interpersonal skills with ability to work with all levels of Senior Management

Takes initiative towards process improvement to gain efficiencies within the department

Ability to establish and maintain effective working relationships with all levels of managers and staff

Must possess strong work ethic for success in a fast-paced dynamic work environment