Call Center Service Manager

URBN•Augusta-Richmond County, GA

2d•Onsite

About The Position

As a Contact Center Manager, your main responsibility is to oversee the call center operations daily. Your goal is to ensure that performance is optimized, Key Performance Indicators are met, and 100% client satisfaction is achieved. You are a motivated team player with a positive attitude, capable of resolving client and associate issues, and performing other duties as required to increase efficiency and profitability in all aspects of call center management. You must also ensure that safety and security procedures are implemented according to company guidelines and standards and that they are followed by all associates and clients.

Requirements

Must be 18 years or older.
Excellent written and verbal communication skills, English required.
A flexible schedule may be required to work off-shift based on business demands.
Strong analytical and organizational skills.
Occasional travel to customers and other client sites.
Proficient in Microsoft Office with an emphasis on Excel and Outlook Email.
Comprehend and follow work instructions to meet productivity and quality standards.

Responsibilities

Maintain an associate-centered workplace through floor time, associate engagement, and an open-door policy.
Primary responsibility for daily management functions including developing and implementing strategic plans and objectives for the project.
Responsible for management and oversight of project business units and resources, ensuring compliance with all Service Level Agreements (SLAs) and key performance indicators (KPIs).
Ensure compliance with all internal and external requirements, program business rules, as well as state and federal regulations.
Oversee the quality and timeliness of contractually required reports and deliverables.
Participate with project and executive management to establish strategic plans, objectives, initiatives, and work plans.
Work with project and executive leadership to develop performance goals and objectives for the project and staff and monitor the achievement of those goals.
Analyze daily, weekly, and monthly reports for performance measurement and efficiency.
Identify potential problem areas, recommend solutions, and work closely and cooperatively with the client to resolve issues quickly and fairly.
Provide direction to team members and resolve problems in a timely and professional manner.
Facilitate communication on project status, including applicable corrective and preventive actions to leadership.
Ensure project budget and related financial schedules meet corporate requirements.
Assist in the creation and implementation of innovative methodologies, process improvements, and corrective action plans to continually streamline and improve project operations, outcomes, and quality.