Direct supervision of a team of 15+ agents, developing sales and technical skills, motivating staff and overall performance management.
Manages activities associated with Call Center operations, including developing and implementing policies and procedures on systems.
Ensures the development and effectiveness of the service organization including obtainment and retention of personnel necessary to effectively handle call and lead volumes and associated functions.
Identifies and facilitates the resolution of consumer dissatisfaction issues.
Monitor and analyze agent calls.
Ensures performance and service standards are met or exceeded.
Evaluate current capacity and look for opportunities for continuous improvement and growth to enhance efficiency and effectiveness of operations.
Interacts with regional managers and other departments to provide seamless call/lead transfers
Ensures productivity meets or exceeds service and quality standards.
Manages departmental budget and controls costs.
Required Skills and Competencies
4+ years call center experience
Minimum 1 year as a call center manager/supervisor
B2C call center experience preferred
Crisis management experience a plus
Strong results orientation track record
Succeed in fast paced, results driven atmosphere
Self-motivated and able to work well with frequently-shifting priorities
Highly professional written and verbal skills
Track record in building and managing high performing teams
Excellent problem-solving and trouble-shooting skills
Bachelor’s degree preferred
Candidates must be authorized to work in the United States to be eligible for consideration, visa sponsorship not available.
A Place for Mom - 21 months ago