Call Center Manager
Philadelphia, PA
Position Description
General Function:
The Call Center Manager provides daily management, operational supervision, and accountability for Customer Service Representatives and oversees the execution of dutiesthat will provide consistent compliance, with high quality of service, for specified service deliverables, with measurable performance metrics for our clients.The position ensures compliance using to-be developed and established procedures for new and existing statements of work. They also ensure CSRs and Lead Supervisors achieve successful quality assurance scores while maintaining compliance with all SLA’s associated with the assigned client desk(s).
The Call Center Manager will ensure satisfactory agent utilization through effective staffing planning. They will ensure compliance with Service Center policy for incident reporting and documentation and all personnel policies as published in the Employee Handbook.
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ntial Duties & Responsibilities:
The duties listed below are intended only as illustrations of the various types of work thatmay be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.
Customer Relationship Management• Primary day-to-day contact between DPW and Inspiritec Team;collaborating with Program Manager, etc.• Continuous improvement (always looking for new and more efficient ways to get the job done)• Represent InspiriTec Team in a positive and professional manner in all forms of communication• Resolve daily issues of a complex scope that impact the team and overall business objectives• Develop and update plans for new product/service releases• Maintain current knowledge of industry trends and potential impact on the support business
2. Operations
• Agent productivity (queue management, utilization detection and call monitoring)• SLA delivery (daily monitoring and management)• Perform interviews for new employees and proactively maintain candidate pipeline; drive efficiency levels• With HR/Case Manager, new hire on boarding: equipment set-up, account setup, overview of systems, new hire training - Including training on processes, supported products and help desk tools• Participate in the development and refinement of Statement of Work including change management, business continuity and communication plans• Participate and assist in driving the knowledge management process, including the use of Knowledge Centered Support (KCS) methodologies as supported• Prepare, analyze and modify staffing plans as required• Track and analyze trends in help desk requests and generate statistical reports
4. Management
• Manage call center resources for optimal performance. This will consist of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off• Conduct performance appraisals semi-annually• Provide informal monthly feedback, conduct formal quarterly skills of agents and report progress against goals (includes skills analysis and call monitoring)• Conduct analyst career planning quarterly• Maintain a high level of employee morale within the team• Team communications• Assist in the professional and technical development of analysts enabling them to set goals, monitor, mentor, coach and assist analysts to deliver quality support• Responsible for promoting teamwork, cross-training employees and succession planning• Lead and participate in projects• May perform director’s responsibilities in their absenceAssume additional responsibilities as assigned.
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isory Responsibilities:
• Supervises Assistant Manager, Leads and Customer Service Representatives
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inimum Knowledge, Skills and Abilities required:
• Ability to develop and direct various projects through completion• Advanced knowledge of call center technologies and practices• Excellent customer service, problem solving and conflict resolution skills• Proven team player with outstanding interpersonal and communication written/oral) skills• Present a professional image and commanding the respect of staff, peers, and senior management• Ability to motivate others to perform above normal expectations• Ability to manage multiple issues at one time with exceptional follow through• Position requires the ability to work various hours Monday through Saturday• Flexibility with assigned work schedule• Ability to manage a diverse workforce
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ation and Experience
• 2-year Associate Degree (field related) or equivalent experience preferred• Minimum 5 years of Support Center, or Contact Center experience; with 3 years in a Management role
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t Skills
• Contact Center transitions - complete applicable project expectations on-time according to project schedule and/or as directed by Transition Manager• Ability to develop and direct various projects through completion
K
n
owledge
• Advanced knowledge of Service Center software, technologies, and practices• Solid background in desktop technology and common applications (shrink wrap, OS/database, software, hardware, messaging)
Sk
ills
• Excellent customer service, problem solving and conflict resolution skills• Proven team player with outstanding interpersonal and communication (written/oral) skills• Present a professional image and commanding the respect of staff, peers, and senior management
Abilities
• Ability to motivate others to perform above normal expectations• Ability to manage multiple issues at one time with exceptional follow through• Position requires the ability to work various hours Monday through Saturday• Flexibility with assigned work schedule• Ability to manage a diverse workforce including staff comprised primarily of persons with disabilities.
EEO/Disability/Vets
