Call Center Manager
Telmate LLC - Ontario, OR

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Job Description: The Call Center Manager must bring the sales and customer service leadership necessary to give our customers a positive experience above and beyond their expectations and the performance of our competitors.

Duties and Responsibilities
  • Manage a growing team of over 70 employees in day to day operations of fast paced call center environment servicing customers in 40 states
  • Coordinate with corporate office to assess call center performance and establish future expectations (sales goals, staffing levels, customer satisfaction, employee bonus incentives, etc)
  • Analyze report data on KPI’s, develop strategies to resolve shortcomings, and strive toward constant improvement
  • Maintain up to date knowledge of new call center industry standards, trends, and developments
  • Interview & hire employees (subject to prior corporate approval) and terminate employees as needed (while minimizing unnecessary turnover) to maintain optimal size and ability of staff
  • Identify and develop internal talent for future leadership roles
  • Direct CSR Leads in oversight and coaching of customer service rep performance
  • Conduct periodic employee evaluations
  • Design and implement training procedures; document processes
  • Evaluate QA, monitor random inbound calls to assure/improve quality, and handle the most complicated customer inquiries or complaints as necessary
  • Create a positive and safe work environment; implement company policies
Knowledge, Skills, and Abilities
  • Recent experience as an INBOUND Call Center Manager with working knowledge of call center industry standards
  • Customer service oriented
  • Enjoy working in a constantly evolving environment and coping with uncertainty
  • Effective communicator
  • Creative problem-solving under pressure
  • Ability to lead through motivation
  • Intermediate office computer skills
  • Flexible work schedule and availability off-hours for emergency issue resolution
  • Willingness to be on rotation for night shifts
  • Ability to work on your feet during entire shift
Our Company
Telmate is the industry leader in providing unified communication, video conferencing, video messaging, SMS, online games, social networking, academic advancement, and more. We have offices in California and Oregon and bring advanced end-to-end solutions to government facilities of all sizes with nearly 200 installations across 40 states and 2 Canadian provinces. With a client footprint across the US and Canada, over 5 million users benefited from our product in 2011, and we have been growing by 40% every year for the last six years. Our products and services are at a point where other companies can't compete with us in technology and cost. More importantly, our product offering provides a huge social value and helps keep friends and families connected

Here are some quotes from some of our employees about the work they do and why the love to work for Telmate:
“It’s a creative environment where I can continuously broaden my toolbox/skillset, giving me a different perspective and new approaches to problems”. “I like that we're not trying to trick customers into clicking our ads or selling their information; what we do makes a difference out there” “Our competitors are mega corporations who gouge our clients on fees; we out-smart them and out-class, every day, then deliver quality and affordable products” “We are very successful, but still small enough that you can own a project and make a difference” “We are a mature, stable, fast-growing start-up. That makes for a fast-paced, exciting, safe work/career environment”