Job Label: conhear-CCMGR
Call Center Managers who've sought the autonomy to implement their vision for call center operations and CSR performance optimization, will find the doors wide open at the Connect Hearing call center in Brentwood, Tennessee. This role is ideally suited for the trailblazer who can assess status, calibrate needed changes, measure subsequent improvements in CSR performance and report on same to upper management. With present CSR headcount expected to grow substantially, you'll join us at a crucial time in our growth and be a major part of building a world-class call center and influencing our overall service delivery. If you're a metrics-driven, call-monitoring professional, accelerate your career growth with a dynamic organization that recognizes, ratifies and rewards top performers.
Connect Hearing, USA's largest network of Registered Audiologists and Hearing Aid Professionals has a rich history. Connect Hearing is servicing corporate owned offices as well as network offices across the country. We are committed to our customers, the community and cutting edge technology.
As our Brentwood, Tennessee-based Call Center Manager, your first mission will be to begin building out your call center customer service team. Expect your 25-person team to grow substantially in size within a year, as Connect Hearing moves to become the top hearing care provider in the country. We'll rely on you to screen, hire, motivate and mentor your CSRs, and to instill in them the ability to empathize with patients. While no special vertical market knowledge of our industry is necessary, a strong understanding of call center protocols, processes and metrics certainly is, and your charter will be to make a good training program better as you take care to account for and incorporate future changes in protocol. Your written and verbal skills in this role will be paramount, as you will be communicating not only with your team but also with senior management. You should be at ease with the advanced features in Excel to compile reports, and having hands-on competency with PowerPoint will allow you to bring your analytical findings to life during executive briefings. Some challenges in the role will be dealing with multiple systems, including Sycle, Oracle and MS Dynamics CRM. We'll also expect you to be diplomatic when handling queries from field operations about CSR answer and appointment rates. In the final analysis, your success will be measured by how effectively you maximize efficiencies and increase productivity within the call center. If you're up to the challenge then we can promise an abundance of growth opportunities within our fluid and rapidly growing organization.
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call quality, call center management, MS Excel, pivot tables, calculations, reporting, hiring, screening training, trainer, motivating, new intakes, AAA call report, lyric, Monitor ADP, conflict resolution, Sycle maps, DNIS numbers, Oracle, MS Dynamics
Monster - 9 months ago
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