Call Center Manager
Fortegra Financial Corporation - Beaverton, OR

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Job ID: CCM002
Job Description

The candidate for this position will be responsible for:
The Call Center Manager will manage and direct all aspects of the call center operations. Implement and review call center procedures and policies. End goal is to serve the customers well by delivering a high standard, efficient customer service and to represent the organization in the best possible way. Typical hours of operation are 6am to 9pm Monday - Sunday.
Primary Job Functions
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Managing, supervising, and coordinating the activities of call center professionals in providing telephone related services.
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Optimize call center operations improving efficiencies and achieving established quality and service standards.
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Maintain appropriate resource requirements; assess individual, team, and center performance, conduct cost/benefit analysis, interpret and deliver on client requirements, develop and maintain accurate forecasting through use of capacity planning, and identify state-of-the-art technologies to improve performance.
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Planning and supervising changes and managing the daily operations of the call center.
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Monitoring random calls to improve quality, minimizing errors and tracking operative performance.
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Maintaining current knowledge of industry new developments, productions and involvement in network communication.
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Recording statistics, performance levels and user rates of the call center.
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Reviewing the staff's performance, determining training needs and scheduling training sessions.
Education and Skill Requirements
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Bachelor's Degree from an accredited institution or equivalent years of work
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4-7 years' experience in call center management activities
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Experience in wireless industry strongly preferred
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Significant exposure to client services from an operational and leadership perspective
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Ability to solve complex business problems via initiative and teamwork
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Self-Starter with a positive attitude and the ability to handle multiple tasks and priorities
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Excellent problem-solving and communications skills
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Solid customer focus and should be able to operate well in teams
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Good telephone manner
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Ability to develop and motivate staff
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Great confidence and an excellent business sense
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Should be able to set, satisfy and exceed targets

Employment Type:
Full time position with Benefits.

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