Customer Contact Center Manager
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Job Description
About Nitor Billing Services LLC
Nitor Billing Services LLC ( Nitor ) provides customer support and billing services to clients primarily in the water and sewer utility space. Founded in 2015 the company continues to grow by providing exceptional service to our clients and opportunities for our team members.
Customer support is provided by our virtual contact center team who respond to customer calls and emails to answer questions about bills rates service issues emergencies or other general questions about the utility service. The contact center operates 24 hours a day 7 days a week.
Position Summary
Nitor is looking for an experienced Contact Center Manager to supervise daily operations and personnel for our growing call center operations. The successful candidate will ensure that staff are fully trained wellorganized and productive and that our procedures are efficient and effective. The Contact Center Manager must also have excellent customer service and communication skills and ensure that key performance metrics are met or exceeded.
The Contact Center Manager is a fulltime salary position that reports to the Customer Experience Director. This position will work weekdays and will have CSRs and Contact Center Supervisors/Leads as direct reports. This position will also oversee CSRs and Leads that work on 2nd & 3rd shifts and weekends so occasional meetings and responses to afterhours and weekend issues are required.
The Contact Center Manager is responsible for the daytoday activity and development of a team of Contact Center Supervisors and the team of Customer Support Representatives. The Contact Center Manager is responsible for ensuring call quality from start to finish and proactively seeks ways to improve the internal processes and results. This person will work closely with the Customer Experience Director to ensure overall adherence to corporate policies and procedures and delivery of excellent service to our clients.
Responsibilities
Oversee the Daily Operations of the Call Center.
Manage all Customer Support Representatives Supervisors and other Call Center Staff assuring they have the support and information they need to do their jobs with excellence.
Hire train and coach call center representatives and supervisors to achieve high customer service standards and comply with all call center objectives performance standards and policies. This includes initial training as well as routine ongoing training and needs based training.
Manage scheduling of CSRs and supervisors and ensure compliance with timetracking for biweekly payroll using Work Force Management Software (currently Five9)
In conjunction with QA routinely monitor calls by CSRs for quality and training purposes. Coordinate with QA and make any changes needed to assure necessary data is tracked and timely information is communicated to employees to affirm their work and make improvements where needed.
Work with the Customer Experience Director to develop and oversee an incentive and recognition program for employees.
Handle escalated calls and emails and involve the Customer Experience Director as needed.
Monitor progress towards objectives for the call center s key performance indicators (KPI) and initiate corrective action when KPIs are not being met.
Prepare reports for internal and external stakeholders using Analytics software (Tableau and Five9). Analyze all data in these reports and take any needed actions to improve performance and eliminate trouble areas.
Provide CSRs positive feedback and let them know where they need to improve and how. Communicate regularly with the Customer Experience Director and work with them to improve the overall Call Center effectiveness and atmosphere.
Other duties and responsibilities as assigned.
Requirements
Skills & Experience
Effective manager with Contact Center management & leadership experience.
Excellent deescalation abilities.
Effective and professional communication skills both written and oral.
Exceptional Customer Service skills including the ability to remain flexible and calm in high pressure or continually changing situations.
Attention to detail to ensure adherence to call quality standards and metrics.
Strong Analytical/Problem Solving skills are required. Experience with Tableau and/or other Analytics tools is essential.
Strong organizational skills including the ability to prioritize issues for escalation to management and work on multiple tasks throughout the day.
Selfstarter able to manage this position and the flexible schedule working from their home office.
Proficient working with Work Force Management software and scheduling call center representatives in a multi shift environment. Experience scheduling a 24/7 call center is preferred.
Proficient with webbased applications and office software (for example Microsoft 365 Email Microsoft Excel Teams Five9)
Qualifications
BA / BS in a related field preferred.
Supervisory experience
3 years of experience in a call center management role.
Benefits
Benefits:
Career advancement opportunities
Remote work
Team environment
Paid Time Off
Healthcare benefits
Bonus opportunity
Skills & Experience Effective manager with Contact Center management & leadership experience. Excellent de-escalation abilities. Effective and professional communication skills, both written and oral. Exceptional Customer Service skills, including the ability to remain flexible and calm in high pressure or continually changing situations. Attention to detail to ensure adherence to call quality, standards, and metrics. Strong Analytical/Problem Solving skills are required. Experience with Tableau and/or other Analytics tools is essential. Strong organizational skills, including the ability to prioritize issues for escalation to management and work on multiple tasks throughout the day. Self-starter able to manage this position and the flexible schedule working from their home office. Proficient working with Work Force Management software and scheduling call center representatives in a multi shift environment. Experience scheduling a 24/7 call center is preferred. Proficient with web-based applications and office software (for example, Microsoft 365 Email, Microsoft Excel, Teams, Five9) Qualifications BA / BS in a related field preferred. Supervisory experience 3+ years of experience in a call center management role.
Employment Type
Full Time
