Contact Center Manager

Allied Solutions•Carmel, IN

9d•Onsite

About The Position

The Contact Center Manager oversees the day-to-day activities and responsibilities within the contact center. This position will be hands on, working with employees, peers, and senior management to develop and maintain a dynamic service culture. This manager role must be an individual that is organized, reliable and results driven. The manager will need to be skilled in gathering details, solving problems on the spot, making improvements, and is someone that is always looking forward towards the big picture. Job Duties and Responsibilities: Operations Workflow & KPI Management (30%): Effectively manages business processes, workflow planning, and quality assurance to meet individual project, department, division and company goals. Ensures that quality, productivity, and department standards are maintained in multiple locations towards the delivery of efficient and effective service results in accordance to client agreements. Identifies trends for workflow improvements, training needs, and client service needs. Coordinates solutions with various teams within department and/or with vendor companies. Manage and analyze the collection of complex data to improve workflow processes, employee knowledge, employee or client communication, and/or employee engagement with a focus on providing sound risk management and excellent customer service for our clients Employee Development and Engagement (30%): Leading team meetings that foster employee involvement and empowerment to enable team members to contribute their best effort. Works with supervisors to ensure there is the proper level of coaching, training, and motivating of employees. Analyze Reports and Data Trending (20%): Analyzes monthly, quarterly and as needed reports to evaluate statistics for determining departmental benchmarks, developing trends, and work flow improvements to improve efficiency, effectiveness, and quality that impact the department and clients. Professional Development (10%): Utilizes all available tools and resources to actively support leadership development. Consistently works on professional improvement through leadership development programs, tracking trends, and engaging in division projects. Other Duties as Assigned (10%): Evaluates client escalations and assesses root cause Participates in client calls and calibrations as requested. Qualifications (Education, Experience, Certifications & KSA): High school diploma required Associate’s, Vocational, or Technical School degree preferred 5+ years of directly related work experience required 2+ years of managerial/people leader experience required Excellent verbal and written communication skills Motivated self-starter Leads with Integrity. Demonstrates a leadership style that creates a positive working environment and remains calm during stressful and emotional situations Exhibit professional etiquette towards employees, co-workers, management, and clients Ability to prioritize, assign and organize workflow Adaptable to change and has ability to make independent decisions Proven effectiveness in presenting materials to employees, clients, and sales/service Proficient MS Word, PowerPoint and Excel skills Proven ability to handle multiple projects and to meet deadlines Exercises strong analytical, problem solving, and critical thinking skills Ability to effectively listen and communicate with confidence and empathy Proven ability to manage confidential information in a responsible manner The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

Requirements

High school diploma required
5+ years of directly related work experience required
2+ years of managerial/people leader experience required
Excellent verbal and written communication skills
Motivated self-starter
Leads with Integrity. Demonstrates a leadership style that creates a positive working environment and remains calm during stressful and emotional situations
Exhibit professional etiquette towards employees, co-workers, management, and clients
Ability to prioritize, assign and organize workflow
Adaptable to change and has ability to make independent decisions
Proven effectiveness in presenting materials to employees, clients, and sales/service
Proficient MS Word, PowerPoint and Excel skills
Proven ability to handle multiple projects and to meet deadlines
Exercises strong analytical, problem solving, and critical thinking skills
Ability to effectively listen and communicate with confidence and empathy
Proven ability to manage confidential information in a responsible manner

Nice To Haves

Associate’s, Vocational, or Technical School degree preferred

Responsibilities

Effectively manages business processes, workflow planning, and quality assurance to meet individual project, department, division and company goals.
Ensures that quality, productivity, and department standards are maintained in multiple locations towards the delivery of efficient and effective service results in accordance to client agreements.
Identifies trends for workflow improvements, training needs, and client service needs.
Coordinates solutions with various teams within department and/or with vendor companies.
Manage and analyze the collection of complex data to improve workflow processes, employee knowledge, employee or client communication, and/or employee engagement with a focus on providing sound risk management and excellent customer service for our clients
Leading team meetings that foster employee involvement and empowerment to enable team members to contribute their best effort.
Works with supervisors to ensure there is the proper level of coaching, training, and motivating of employees.
Analyzes monthly, quarterly and as needed reports to evaluate statistics for determining departmental benchmarks, developing trends, and work flow improvements to improve efficiency, effectiveness, and quality that impact the department and clients.
Utilizes all available tools and resources to actively support leadership development.
Consistently works on professional improvement through leadership development programs, tracking trends, and engaging in division projects.
Evaluates client escalations and assesses root cause
Participates in client calls and calibrations as requested.