Manages strategic and day-to-day
operations of the customer/call center by performing the following duties.
Essential Duties and Responsibilities
include the following:
- Partners with senior management to align call center
practices, processes and systems with corporate objectives.
implements and manages strategic sales plans to achieve corporate goals.
- Designs and prepares daily, weekly, and monthly call center operational
& sales reporting for senior management (sales volume, hold time, dropped
calls, call volume, etc.).
- Analyzes call center performance trends to
improve call center performance.
- Establishes, implements, and manages
call quality program to ensure effective customer service levels, technical
accuracy, and conformity to company policies.
- Designs, develops and
administers training curriculum and materials.
- Generates and implements
improvement projects that enhance service processes, increase customer
satisfaction, and reduce cost.
- Fosters a team culture to ensure a
customer-focused, service-delivery environment.
- Coaches, counsels, and
develops the call center staff.
- Provides support and recommends
corrective services to address customer complaints/issues.
maintains and adjusts staffing schedule based on daily sales volume, sales
promotions, and telephone system data to ensure effective customer service
- Maintains call distribution by configuring the telephone
system to automatically distribute calls uniformly among client
- Works with marketing and IT to develop the optimal
recorded announcements and menus, and makes changes as necessary (holidays, day
of week, etc.), including IVR and ACD phone systems.
- Takes client calls
and places orders when necessary based on staffing and call volume.
- Other duties and projects as required.
Directly supervises employees and Managers in
the Client Services Sales Team. Carries out supervisory responsibilities in
accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees;
planning, assigning, and directing work; appraising performance; rewarding and
disciplining employees; addressing complaints and resolving problems.
Education and/or Experience:
Bachelor degree and a
minimum of eight to ten years related experience and training in call center
management (both inbound/outbound calls). Proven experience with call center
technologies, practices, and methodologies and successfully leading call
centers to deliver superior service quality.
Knowledge of and familiarity with MS Word, Excel and
PowerPoint and the Internet.