Strategic Staffing Solutions
Job Title: Call Center Manager
Location(s): Birmingham, AL or Tupelo, MS (on-site)
Salary: $100k – $130k
Duration: Permanent
This is a Direct Hire Opportunity with our client that MUST be worked on a W2 ONLY, NO C2C eligibility for this position.
Job Description / Duties:
- Develop, implement, and monitor department goals, objectives, and strategies.
- Assist in developing an annual department forecast taking into consideration the department business plan, historic expenditures, staffing expenses, anticipated capital expenditures, training expenses and operating expenses.
- Develop and implement a department staffing plan.
- Identify staffing needs, schedule, and measure staff performance.
- Review job functions to ensure maximum efficiency and recommend staffing changes as necessary.
- Assist Workforce Manager with aligning service levels, follow up work and employee engagement to provide the best member experience.
- Assist Quality Analyst with developing and maintaining a program that focuses on first call resolution, best customer experience and collaboration with Experience Managers.
- Assist Training team with development and implementation of curriculum for new hire training and ongoing education.
- Assist Supervisors with a career development plan for employees by identifying personnel career goals, identifying individual strengths and areas for improvements.
- Establish and evaluate employee performance by setting and reviewing performance standards with employees, reviewing employee evaluations on schedule, and conducting disciplinary actions as needed.
- Measure department performance relative to goals and objectives by communicating goals and objectives to staff, preparing daily, weekly and/or monthly reports, and communicating progress to staff and management.
- Assist in maintaining and enhancing the interactive voice response system as the business owner.
- Manage third-party vendor relationships.
- Planning and supervising changes and managing the daily operations of Contact Center.
Required Qualifications:
- Must have managed at least a 200+ person call center within the financial industry.
- BA/BS Degree is required.
- 5-8 years of Contact Center Management experience required.
- Must have managed 200+ associates across more than one location.
- Proven ability to support a strong member/customer service culture.
- Excellent problem-solving and communication skills.
- Ability to develop and motivate leaders.
- Should be able to set, satisfy and exceed targets.
Notes:
- Relocation assistance offered.
- Eligible for annual bonus.
Job ID: JOB-220132
Publish Date: 28 Feb 2023