Description:
ESSENTIAL DUTIES AND RESPONSIBILITIES:
-
Provide strong, dynamic leadership that mentors, develops, and guides team members of all levels
-
Planning and management of staff, with an emphasis on recruiting and retaining all promotional staff through strategic workforce planning.
-
Organizes, oversees and assumes responsibility for contact center operations such as customer phone calls and emails, daily personnel activities, schedules and training, customer service and other administrative duties.
-
Manages performance to meet and exceed team and company performance goals and KPI’s such as Service Level, Average Speed of Answer, Abandon percentage, etc.
-
Tracking and reporting performance metrics to include call efficiency, satisfaction rates, staffing utilization and turnover.
-
Monitoring results of Quality Assurance (QA) programs fostering continuous performance improvement
-
Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delegation of duties, staffing levels and supervision
-
Works with the department Managers and Supervisors to fulfill department staffing objectives by reviewing headcount, workload and shift requirements.
-
Collaborates with Managers and Supervisors on ensuring job expectations are communicated appropriately to all staff.
-
Ensures that all Managers and Supervisors are continually monitoring, appraising, coaching and reviewing all staff.
-
Planning and reviewing compensation
-
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
-
Ensuring detailed records of communications are kept in database.
-
Conduct cross- departmental training sessions before, during, and after the launch of a promotion.
-
Contribute towards the completion of projects as work volume requires. Including, but not limited to escalated member and dealer issues.
-
Other duties as assigned
Requirements:
- 10 years of Call center experience in a managerial role (customer service preferred)
-
Bachelor's degree preferred or equivalent combination of education and experience.
-
Minimum of 7 years’ experience leading high performing team
-
Proficient in MS Office Suite (Outlook, Word, PowerPoint, Excel)
-
Proven leadership and management skills
-
Proven experience managing KPI’s (metrics related to member satisfaction, performance levels related to inbound/outbound calls)
-
Ability to mentor, empower and develop employees
-
Superb decision making and problem-solving skills
-
Strong analytic skills
-
Takes initiative with strong planning and organizational skills
-
Excellent oral and written communication skills
-
Excellent customer service skills and phone etiquette
-
Flexible and able to adapt to change in a fast-paced environment
-
Positive thinker, able to stay calm under pressure
-
Excellent interpersonal skills with ability to work with all levels of Senior Management
-
Takes initiative towards process improvement to gain efficiencies within the department
-
Ability to establish and maintain effective working relationships with all levels of managers and staff
-
Must possess strong work ethic for success in a fast-paced dynamic work environment
