Call Center Manager

ViaPlus by VINCI Highways•Corona, CA

About The Position

Reporting to the Customer Service Operations Manager, the Customer Service Manager will be responsible for managing the Customer Service Supervisors and Leads , along with running the day-to-day operations for our Customer Service Call Center, Walk-in Center, Transponder department and, Mail Room located in our Corona and Anaheim facility. This position is responsible for the consistent achievement of key performance indicator metrics and managing the operations for the entire CSC, their direct reports, and staff in a manner that ensures fair, consistent, and best-in-class support for our employees and customers. The Customer Service Manager will utilize a continuous improvement mindset and operational effectiveness to manage a broad range of voice, email, face-to-face, chat, text, and online service support channels. They will be responsible for instilling a “can do” and customer-focused attitude in every employee, thus creating a culture that is characterized by Commitment, Accountability, Respect, Excellence, and Empowerment.

Requirements

Strong understanding of call center and customer service metrics
Full understanding of process improvement methodologies, project planning, and documentation
Proven experience with using email, phone, text, and live chat to manage the call center operation
Proven leadership and interpersonal skills, plus a demonstrated ability to manage, develop, and motivate a team of up to 45+ CSRs, and direct reports consisting of Supervisors, and Team Leads
Excellent oral and written communication skills, including the ability to present to senior leadership
Outstanding organizational skills with the ability to juggle multiple projects and priorities; must work well in a dynamic, fast-paced work environment
Strong analytical abilities to facilitate proactive performance, goal achievement, and bottom-line objectives
Proven experience and understanding of California state laws around employee relations, ADA, FMLA, LOA, and HR policies
Proficient in all applicable computer software, i.e., Word, Excel, PowerPoint, Outlook, as well as
IVR/ACD/contact center reporting and VOIP platforms
Must possess the ability to train, manage, and motivate staff members
Strong business acumen, with the ability to use good judgment
Long-sightedness: understands solutions for current problems but also thinks ahead, tries to prevent problems that may arise in the future
Time-management skills be able to prioritize workload and delegate tasks when needed
Coaching skills: be able to train and develop their team members
Ability to motivate and engage others
Organization skills
Conflict resolution skills
BA/BS required, or equivalent work experience with a proven track record
Minimum of five (5) years of experience, managing complex multi-channel, multi-function contact center
Five (5) years of experience leading a customer-focused team within a fast-paced environment
Ability to deal with ambiguity and uncertainty
Thrives in changing business environment, flexible and committed

Nice To Haves

Previous Toll experience is a plus
Two (2) to five (5) years of experience implementing or working on projects
Previous Training, Quality Assurance, and Workforce Management experience
Bilingual in Spanish
Previous experience with Genesys and Proponisi.

Responsibilities

Motivate, coach, develop, and support direct reports; ensure leaders are effectively overseeing their teams and/or meeting job expectations in a timely manner
Conduct documented weekly & monthly 1:1s, along with daily hands-on support
Develop and track goals and standards of performance for each team role
Manage staff relations, including performance management, and employee satisfaction
Ensure administrative bookkeeping and reports are accurate and up to date; create and maintain files on each employee’s performance as they relate to attendance, productivity, quality monitoring, CSAT, FCR, and documented notes and/or write-ups pertaining to employee interactions/disciplinary discussions
Conduct disciplinary actions, including terminations
Overseeing the monthly incentive program/pay for performance
Lead the development of effective rewards and recognition programs
Handle the coordination of recruiting for the CSC and partner with the Supervisors to interview candidates
Develop policies and procedures
Point person for On-boarding and Off-boarding of employees, manage facility access forms and desk assignments
Point person working with IT, escalating IT issues and communications to the appropriate people
Perform ad hoc reports and analysis to improve the overall performance of the contact center and gain an understanding of business trends.
Create, monitor, and analyze daily, weekly, and monthly management reports and dashboards
General oversight of timecards and payroll for the department
Create timely action plans when department targets and KPIs are not met
Assist with the design and implementation of performance improvement initiatives, processes, programs and technologies designed to deliver measurable and sustainable results
Create and update SOPs
Conduct monthly leadership meetings to review month-end results with Customer Service Supervisor, Team Leads
Translate business strategies into deliverable objectives for direct reports and staff
Prepare reports for Senior Management
Leverage workforce management software to review data, design plans, and measure results and trends to provide forecast
Implement contact center optimization, staffing levels, and continual improvements to increase efficiency and effectiveness
Manages Time Off Request Approvals, Sick Line, Vacation Calendar,
Manage Schedules and Attendance Tracker for all employees
Assist with maintaining service level requirements in accordance with ViaPlus’ objectives and KPIs
Monitor and manage real-time stats and partner with leaders to implement actions as needed and in a timely manner
Adjust productivity reports when reps are in Training, Front Counter, etc.
Schedules training, meetings, and other off-phone events
Manages intra-day staffing levels and determines the most effective levels for staffing adjustments; ensures schedules are updated and communicated.
Creates core staffing requirements and schedules based on historical trends
Proactively offer overtime, voluntary time off, training times, etc., based on trending patterns and volumes
Partner with Quality Assurance Manager and QA/Training Lead to ensure expectations are aligned
Responsible for meeting CSC Quality Assurance, First Call Resolution, and CSAT monthly KPI expectations
Provide direction, development, and tracking of reporting pertaining to QA, FCR, and CSAT initiatives to ensure daily, weekly, and monthly expectations are being met
Provide guidance and direction on scoring guidelines for final decisions related to QA scoring disputes sessions
Ensures clear communication up and down the organization
Facilitate the communication of new information to all Supervisors, Leads, and CSRs on a timely basis, ensuring understanding and consistency of handling by all assigned employees.
Meets deadlines and follows up in a timely manner
Act as a team player and role model for all employees
Is back up for Customer Service Operations Manager
Model expectations of punctuality and attendance
Interact with third-party vendors as processes require
Ensure overall client satisfaction and respond to clients requests to support business reviews and proposals
Present information clearly, professionally, and error-free
Handles escalated calls when complex customer issues cannot be solved by Customer Service Supervisor