Top 23 Call center manager Jobs in Philadelphia, Pa

Contact Center Assistant Manager
Philadelphia Federal Credit Union —Philadelphia, PA
- From $22.50 an hour
- Full-time
- Writing skills
- Mid-level
- Windows
- Disability insurance
- Health insurance
Quick Apply
Call Center Supervisor
American Heritage Credit Union —Philadelphia, PA
- $50,000 - $60,000 a year
- Urgently hiring
- Mid-level
- Recruiting
- 1 year
- Health insurance
- Paid time off
Quick Apply
Call Center Manager
Sun East Federal Credit Union —Aston, PA
- Full-time
- Hybrid work
- Bilingual
- Basic math
- Pass drug screening
- Health insurance
- Dental insurance
Quick Apply
Manager, Call Center
Premier Orthopaedic and Sports Medicine —King of Prussia, PA
- HIPAA
- Mid-level
- Analysis skills
Quick Apply
Call Center Supervisor
PRWT Services, Inc. —Philadelphia, PA
- Monday to Friday
- Basic math
- Mid-level
- High school diploma or GED
- Opportunities for advancement
Quick Apply
Contact Center Supervisor
GeoBlue —King of Prussia, PA
- $65,594 a year
- Weekends as needed
- HIPAA
- Mentoring
- Experience equivalent to degree accepted
- Paid parental leave
- Paid holidays
5d
Call Center Supervisor
Fidelio Insurance —Glenside, PA
- $20 - $26 an hour
- Full-time
- Mid-level
- 3 years
- Supervising experience
- Paid holidays
- Health insurance
Quick Apply
1d
Contact Center Transformation - Senior Manager
PRICE WATERHOUSE COOPERS —Philadelphia, PA
- $124,000 - $280,000 a year
- 7 years
- Bachelor's degree
- Mentoring
- Paid holidays
- Health insurance
Contact Center Operations and Transformation Manager
Deloitte —Philadelphia, PA
- $144,000 - $241,000 a year
- Full-time
- Computer Science
- Up to 50% travel
- AWS
13d
Contact Center Transformation - Manager
PRICE WATERHOUSE COOPERS —Philadelphia, PA
- $99,000 - $232,000 a year
- Management
- 5 years
- Bachelor's degree
- Paid holidays
- Health insurance
Contact Center Transformation - Director
PRICE WATERHOUSE COOPERS —Philadelphia, PA
- $155,000 - $410,000 a year
- Analysis skills
- Bachelor's degree
- Mentoring
- Paid holidays
- Health insurance
Senior Director, US Employer Operations - Head of Medical Call Centers
The Cigna Group —Philadelphia, PA
- $180,000 - $300,000 a year
- Online Application
- Bachelor of Science
- Master's degree
- 8 years
- Paid holidays
- Health insurance
8d
Team Lead/Supervisor Service Desk
Unisys —Blue Bell, PA
- Full-time
- Bachelor of Science
- No experience needed
- Mid-level
- Health savings account
- 401(k) matching
4d
Customer Experience & Service Transformation Advisory Manager
Accenture —Philadelphia, PA
- $87,400 - $293,800 a year
- Full-time
- Hybrid work
- Computer Science
- Engineering
- Office
- Paid holidays
- Disability insurance
CSX - Manager, Contact Center Transformation Strategy&
PRICE WATERHOUSE COOPERS —Philadelphia, PA
- $99,000 - $232,000 a year
- Bachelor's degree
- Mentoring
- Fair chance
- Paid holidays
- Health insurance
Client Service Manager, East
Labor First LLC —Mount Laurel, NJ
- $48,000 - $72,000 a year
- Full-time
- Microsoft Excel
- Mid-level
- High school diploma or GED
5d
Contact Center Operations and Transformation Functional Manager
Deloitte —Philadelphia, PA
- $144,000 - $241,000 a year
- Full-time
- Computer science
- Computer Science
- Up to 50% travel
4d
Mobility Services Commodity Manager
Siemens Healthineers —Malvern, PA
- $128,490 - $176,671 a year
- Full-time
- PMP
- 5 years
- Office
- Disability insurance
- Health insurance
Manager, AI Service Operations Transformation PMO
CVS Health —Blue Bell, PA
- $54,300 - $159,120 a year
- Full-time
- 5 years
- Master's degree
- Bachelor's degree
- Health insurance
- Dental insurance
4d
Specialist Manager, Risk and Compliance Services (Personal Consultation)
Deloitte —Philadelphia, PA
- $93,000 - $171,300 a year
- Full-time
- 6 years
- CPA
- Research

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Contact Center Assistant Manager

Philadelphia Federal Credit Union -
Philadelphia, PA

Quick Apply

Job Details

Full-time
From $22.50 an hour

Benefits

Disability insurance
Health insurance
Dental insurance
401(k)
Tuition reimbursement
Paid time off
Vision insurance
401(k) matching
Employee discount
Life insurance
Retirement plan
Prescription drug insurance

Qualifications

Team supervision
Writing skills
Employee relationship building
De-escalation techniques
Conflict de-escalation
Windows
High school diploma or GED
Team management
Team training
Desktop applications
Technical Proficiency
Industry knowledge of retail banking

Full Job Description

Position Title: Contact Center Assistant Manager

Job Type: Full-Time Classification: Non-Exempt

Salary: $20.00 per hour

Our growing credit union is searching for detail-oriented team members to provide exceptional service to our members. To attain the organization’s goals by providing effective and efficient quality service to the Credit Union membership via the Contact Center.

Your success will be enhanced by your ability to adopt a learning attitude, to be creative, and to remain focused in a fast-paced and changing environment. You should expect to participate in activities not described here, which would serve to ensure that the highest level of service is consistently provided to members.

This role involves assisting with the management of the contact center team to maintain service excellence, managing escalations, and implementing process improvements to enhance member satisfaction. The assistant manager will also be responsible for training and mentoring staff and monitoring performance.

Key Results Areas:

Assist in managing the daily operations of the Contact Center, ensuring efficiency and productivity.
Supervise, coach, and develop Contact Center Advisors to meet performance goals, enhance member service and assure they are succeeding in all aspects of their job function.
Handle escalated member concerns and resolve issues effectively.
Collaborate with the Manager to develop training programs, schedules, and team-building initiatives.
Efficiency of day-to-day departmental operations.

Essential Functions and Basic Duties – to include, but not limited to:

In addition to proficiency in the Contact Center Advisor essential functions and basic duties, the Contact Center Assistant Manager will be responsible for the following:

Assist with the daily operations and management of team performance to achieve or exceed established goals, proactively monitoring daily call/activities of direct and indirect reports.
Work to promote efficiencies in processing and procedures to maximize first call resolution whenever possible.
Adhere to PFCU’s personnel policies and guidelines in delegating, assigning, training, supervising, and disciplining employees.
Personally respond and resolve escalated member and operational issues that could negatively impact service quality by regularly participating in the call escalation queue.
Provide support on demand including comprehensive guidance on how to effectively navigate policy, processes, and procedures.
Maintain a comprehensive knowledge of Credit Union products, services, policies, and procedures to ensure adherence to regulatory and compliance requirements.
Maintain strong communication and coaching skills to ensure performance feedback is consistently provided through regularly scheduled and on the spot observations.
Coordinate and conduct team meetings to foster collaboration, share updates, and address performance goals.
Assist with monitoring key metrics to report daily, weekly and monthly performance of the Contact Center, including but not limited to, call abandonment, call monitoring, service levels, average call time, and service scores.
Participate in audits and projects. Assist in identifying efficiencies in the Contact Center.
Collect, analyze, and report Contact Center statistics to gauge the effectiveness of resources and operational efficiencies (schedules, performance, overtime, quality metrics).
Cross train in all department areas in order to fill in as needed ensuring service level goals are met.
Regularly evaluate training comprehension, job knowledge, system knowledge and operational efficiencies.
Develop training, perform training and maintain training materials, resource guides, and technical refreshers for employee development.
Ensure adherence to attendance expectations while assisting with the managing of time record adjustments and approvals in a timely manner.
Build and maintain excellent working relationships cross-departmentally.
Enhance job performance by applying up-to-date professional and technical knowledge gained by attending training sessions, reviewing professional publications and maintaining professional relationships.
Other duties as assigned or required.

Qualifications You’ll Need…

Minimum high school diploma or equivalent required.
Minimum of one year of Contact Center and/or training experience required.
Minimum of two years supervisory experience.
Demonstrated ability to deescalate member concerns and issues.
Exceptional leadership and interpersonal skills – speaking, writing, listening, comprehending, prioritizing.
Ability to make well-informed decisions that align with business objectives.
PC proficiency and working knowledge in the Microsoft Windows environment and Member Service based applications required.
Strong knowledge of credit union departments and their functions.
Expert level organizational skills including attention to detail, ability to meet deadlines and multitasking skills.
Flexible and patient in handling changing credit union procedures and member requests.
In-depth knowledge of PFCU policies, procedures, products and services.
Ability to work in a fast-paced environment.
Ability to operate office equipment, and lift up to 25 pounds.
Must be flexible and available to work Contact Center/Concierge Services hours of operation.
Operational Hours include Monday – Friday 8 a.m. to 6 p.m. & Saturday 8:30 a.m to 2 p.m.
Hours and schedules are subject to change at any time at the discretion of management based on the needs of the Credit Union.

Why Work For Us…

Retirement Plan: We offer a Pension and 401K plan to help secure our employees’ future.
Insurance Coverage: We offer a range of insurance options, including Medical, Dental, Vision, and Prescription coverage, Voluntary Life Insurance and Short and Long-term Disability Coverage.
Financial Assistance: We offer Employee and Educational Assistance Programs and Employee Discount Programs to give our employees a little extra boost.
Employee Amenities: All of our employees are eligible for PTO.
Community Benefits: It’s not just a job – it’s a community. That’s why our employees also get automatic PFCU Membership and access to local volunteer opportunities.
An Award-Winning Experience: PFCU is a proud winner of a number of awards including Best Place to Work in Philadelphia and Healthy Place to Work.

Equal Employment Opportunity (EEO)

The Philadelphia Federal Credit Union (“PFCU”) provides Equal Employment Opportunity to qualified persons regardless of race, ethnicity, color, sex, religion, national origin, ancestry, age, sexual orientation, gender identity, disability, veteran status, marital status, familial status, genetic information, domestic or sexual violence victim status or any other status protected by law. PFCU complies with Philadelphia’s Fair Chance Hiring Law. PFCU commits to making reasonable accommodations to applicants with physical or mental disabilities.

Job Type: Full-time

Pay: From $22.50 per hour

Benefits:

401(k) matching
Dental insurance
Health insurance
Paid time off
Retirement plan
Vision insurance

People with a criminal record are encouraged to apply

Education:

High school or equivalent (Required)

Work Location: In person

Quick Apply

Refine Your Search

call center manager jobs in philadelphia, pa

Contact Center Assistant Manager

Call Center Supervisor

Call Center Manager

Manager, Call Center

Call Center Supervisor

Contact Center Supervisor

Call Center Supervisor

Contact Center Transformation - Senior Manager

Contact Center Operations and Transformation Manager

Contact Center Transformation - Manager

Contact Center Transformation - Director

Senior Director, US Employer Operations - Head of Medical Call Centers

Team Lead/Supervisor Service Desk

Customer Experience & Service Transformation Advisory Manager

CSX - Manager, Contact Center Transformation Strategy&

Client Service Manager, East

Contact Center Operations and Transformation Functional Manager

Mobility Services Commodity Manager

Manager, AI Service Operations Transformation PMO

Specialist Manager, Risk and Compliance Services (Personal Consultation)

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