Call Center Manager
Perceptis - Phoenix, AZ

This job posting is no longer available on PerceptIS. Find similar jobs: Call Center Manager jobs - Perceptis jobs

DESCRIPTION

Perceptis is the leading provider of helpdesk and student service support in the higher education market. We are looking for an extraordinary leader to help oversee a team of first and second shift analysts providing superior support to our customers. The qualified candidate can be based out of our Greenville, SCoffice.

BASIC FUNCTION: Coach, develop and supervise teams of Customer Service Agents I and II that provide first level support to our Client's end users by phone call, chat, email and web submissions. Monitor Agent performance to metrics established to meet Client expectations and product performance expectation. Serve as a point of escalation for Agent issues, Clients complaints, and Agent II assistance. This position is focused on product performance as well as Agent performance.

DUTIES

RESPONSIBILITIES:
1. Review tasks completed by direct reports and provide feedback in coaching sessions for improved development
2. Coordinate project plans and resources to ensure high quality timely project implementation
3. Track Agent performance on daily weekly and monthly basis
4. Drive operational excellence by monitoring and measuring both employee and team statistical data
5. Prepare and conduct regular Agent performance reviews and development plans
6. Act as an escalation point for difficult questions or dissatisfied customers and provide a supporting role to the Manager by assisting in the daily operational duties of the center
7. Monitor Agent calls for quality soft skills and technical knowledge
8. Assist in providing data to Manager for staff development by analyzing information trends and reporting their impact to the Manager
9. Ensure Client satisfaction by responding to Operations Liaison request for Client reported performance issues in a timely and professional manner

Planning Activities
1. Plan and conduct monthly one on one sessions with agents
2. Plan team communications relating to process improvements, system upgrades and procedural changes

Problem-Solving Activities
1. Solves escalated issue from Agents
2. Solves Agent issues relating to HR incidents

QUALIFICATIONS

SKILLS
  • Banking experience highly preferred!!!
  • Excellent verbal written and interpersonal communication skills
  • Excellent coaching and leadership, motivational and supervisory skills
  • Must have the ability to lead, to energize and motivate team members
  • Proven organizational skills necessary to evaluate team performance
  • Proven analytical skills necessary to resolve escalated issues from team members or clients
  • Ability to make sound, logical decisions rapidly
  • Aggressive sense of urgency on speed and accuracy of work
EDUCATION/TRAINING
  • College degree or equivalent experience
  • Certificate in a related field
EXPERIENCE
Essential
  • 2-3 years management experience, preferably in a call center environment
  • Experience in working in a help desk environment
Preferred
  • Prior experience in supporting higher education software, (D2L, Blackboard, PeopleSoft, etc..) a plus RESPONSIBILITIES:
1. Review tasks completed by direct reports and provide feedback in coaching sessions for improved development
2. Coordinate project plans and resources to ensure high quality timely project implementation
3. Track Agent performance on daily weekly and monthly basis
4. Drive operational excellence by monitoring and measuring both employee and team statistical data
5. Prepare and conduct regular Agent performance reviews and development plans
6. Act as an escalation point for difficult questions or dissatisfied customers and provide a supporting role to the Manager by assisting in the daily operational duties of the center
7. Monitor Agent calls for quality soft skills and technical knowledge
8. Assist in providing data to Manager for staff development by analyzing information trends and reporting their impact to the Manager
9. Ensure Client satisfaction by responding to Operations Liaison request for Client reported performance issues in a timely and professional manner

Planning Activities
1. Plan and conduct monthly one on one sessions with agents
2. Plan team communications relating to process improvements, system upgrades and procedural changes

Problem-Solving Activities
1. Solves escalated issue from Agents
2. Solves Agent issues relating to HR incidents

PerceptIS - 21 months ago - save job - block
Recommended Jobs
Regional Vice President
DSI Renal Inc. - Phoenix, AZ
DSI Renal Inc. - 2 days ago

Purchasing Manager / Buyer / Purchasing Agent...
Wisewords - Phoenix, AZ
Wisewords - 12 days ago

Training Specialist
International Cruise & Excursions, Inc. (ICE) - Scottsdale, AZ
International Cruise & Excursions, Inc. (ICE) - 2 days ago
Easily apply
About this company
27 reviews