Position: Command Center Manager (Dialer Operator)
The incumbent will oversee the day to day acitivities of theCommand Center with specific direct responsibility in outbound Dialer operating.
Ensure efficient and effective performance and service goals are met.
Configures dialer setup as per standards and /or new campaign specifications
Continually monitors and adjust parameters and specifications to ensure best optimization on campaign/project.
Analyzes live and next day reporting to validate proper dialer settings for highest performance.
Communicates in real-time with functional groups and keep all functional group updated on current inventory levels.
Track and escalate effectively all Workforce Management issues, impacts, and status updates via telephone, and/or email based on Escalation Guidelines.
Identify opportunities to best achieve Key Performance Indicator metrics.
Recommend/initiate suggestions to ensure optimum revenue targets are met.
Design reporting tools and templates using Excel and other specific systems and programs.
Communicate with other departments when planned or unplanned outages/equipment failures occur to ensure and minimize disruption to the call centers.
Act as a liaison between the command center, traffic desks, and operations.
Responsible for coordination/execution of changes needed during planned or unplanned system maintenance or system outages.
Verify, summarize, and distribute service issues weekly and monthly to Management.
Responsible for various aspects of command center involvement during IT maintenance.
Communicate staff and department performance metrics to management as requested.
Make real-time decisions regarding call routing/site in conjunction with preparing visual/written management reports.
Identify call center staffing requirements for each day and periodically throughout the day.
Other duties as requested.
Command Center Manager Skills Required to be considered:
Excellent written and oral communication skills.
Ability to work well alone and as a team member.
Ability to multitask.
Ability to be flexible in work shift rotations when needed.
Ability to work in a high-volume, fast-paced call center environment.
Exhibit a strong commitment to ensuring outstanding quality customer service.
Minimum 5 years high-volume, call center experience.
Proficient in MS Office especially Word and Excel.
Command Center Manager Minimum Education Required:
Bachelor’s degree required
Applicant must be eligible to work in the US for immediate opening.
Education Online Services Corp. - 22 months ago