Sr Call Center Manager

Essential Duties and Responsibilities include the following:

• Responsible for overall performance and productivity of direct reports.
• Lead a team of contact center assistant managers and supervisors responsible for supervising teams handling the inbound call chat and email communications with both internal and external customers
• Ensures adequate staffing to maintain service level standards including making decisions on schedule changes.
• Monitors and adjusts operations to ensure adherence to service level standards and company/department policies and procedures.
• Responsible for coaching and developing reports on customer service processes and best practices.
• Evaluates the quality of customer service calls in cooperation with VP of Operations; provides feedback to staff on strengths and areas for improvement.
• Responsible for performance appraisals disciplinary actions hiring/interviewing recommendations for promotions and salary changes.
• Provides coaching and mentoring to contact center staff and team leads.
• Documents and implements streamlining opportunities and process improvements.
• Determines work procedures and workflows.
• Tracks and reports contact center performance against objectives and goals (CX quality call volumes adherence to schedule etc.)
• Drives a culture of accountability continuous improvement and personal excellence.
• Provides team motivation and development to maximize employee and customer satisfaction.
• Monitors and adjusts operations to ensure adherence to service level standards and company/department policies and procedures.
• Responsible for timekeeping and payroll review and submission to ensure correct entries.
• Evaluates the quality of team member contacts from customers; provides feedback to them on strengths and areas for improvement.
• Acts as an escalation point for resolving the most difficult customer issues.
• Communicates key messages effectively to ensure that direct reports are informed of process changes.
• Communicates with clients other departments and our client partners to ensure quality service delivery and customer satisfaction.
• Works with and serves as liaison with other our client Managers Supervisors and key clients senior personnel and manages relevant vendors.
• Serves as project leader or subject matter expert.
• Provides the company with continual feedback about the usability of our services based on customer interactions.
• May be assigned other job duties and or responsibilities with or without prior notice.
• May serve as a backup to more senior customer service management in their absence

Supervisory Responsibilities:

• Carries out supervisory responsibilities following the organizations policies and applicable laws.
• Responsibilities include interviewing hiring and training employees; planning assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Ideal candidate must be able to demonstrate the Management skills sufficient to properly supervise Call Center Operators such as planning organizing staffing budgeting and controlling technical problemsolving expertise and be able to successfully implement management practices principles and techniques of a help desk supervisor in a technical environment using trouble reporting system and assisting callers in software and hardware applications.

Qualifications:

• Bachelors degree in communications business marketing public relations or related field; or an equivalent combination of training and experience.
• Five (5) or more years of experience managing inbound and outbound calls in a highvolume setting is required. (i.e. national retailer cable company internet/mobile phone carrier etc.)
• Must have five (5) years of experience managing training and mentoring call center team members in a technical/customer service environment using a troublereporting ticket system.
• Strong knowledge and experience of the Siebel System is required.
• Experience working with customers with troubleshooting and problemsolving is required