Manager Contact Center - Full-time / Part-time

POSITION PURPOSE -

The Contact Center Manager is responsible for understanding and translating Contact Center strategic goals into executable deliverables and for driving the overall execution of function specific business unit goals. This role reports directly to the Contact Center Director or the Sr. Contact Center Manager and is directly responsible for the customer experience on inbound calls/communication. The Contact Center Manager operates directly through a team of exempt level supervisor to communicate expectations, ensure department performance outcomes, and drive support of strategies tied to outstanding customer service, adherence to quality standards and performance metrics.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -

25% Sets or assists in setting department priorities and directly manages supervisors towards the achievement of department objectives and goals.
25% Works through direct reports to maintain excellent service level, monitor performance and ensure that business unit performance meets established expectations.
20% Acts as escalations path for complex customer concerns and periodically conducts real-time call/e-mail or chat monitoring and coaching in order to enhance service quality and increase productivity and department performance.
15% Contributes to continuous improvement initiatives by tracking customer issues, identifying patterns and root causes and then executing recommended solutions.
15% Ensures positive working relationships and effective communication, and ensures that associates are equipped with information critical to the success of their roles.

NATURE AND SCOPE -

Position reports to Senior Manager, Contact Center or Director, Contact Center Accountable for the management of a department or functional group through subordinate supervisors/managers and for all personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.

ENVIRONMENTAL JOB REQUIREMENTS -MINIMUM QUALIFICATIONS -

Must be eighteen years of age or older.
Must pass the Drug Test.
Must successfully complete any required training or orientation courses


EDUCATION REQUIRED -

The knowledge, skills and abilities typically acquired through the completion of a associate's degree program or equivalent degree in a field of study related to the job.

YEARS OF RELEVANT WORK EXPERIENCE - 05

CERTIFICATES/LICENSES -

PHYSICAL JOB REQUIREMENTS - Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

ADDITIONAL QUALIFICATIONS -

PREFERRED QUALIFICATIONS -

Bachelor's Degree preferred.
5 - 7 years of call center.
Proven track record of performance management, coaching and mentoring work teams, documenting processes, analyzing trends and achieving exceptional levels of customer service.
Experience with analysis, problem solving and project management.

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -

Demonstrated success in developing and managing people and processes in a Customer Service Organization.
Ability to achieve results despite large workload and competing demands.
Practical understanding of customer service/order entry systems and proficient PC Skills (Word, Excel, PowerPoint).
Excellent and effective oral and written communication skills.
Proven ability to meet deadlines, manage multiple priorities and achieve results in a fast paced and demanding work environment.
Demonstrated ability to foster an environment of team work, customer satisfaction, communication, approachability and empowerment.