Contact Center Manager

Peckham, Inc.•Lansing, MI

1d•Onsite

About The Position

The Contact Center Manager provides leadership through training, analytical review and direction to the operations team and members of the Contact Center. This position is accountable for communicating operational standards, setting priorities, monitoring procedures, coaching, and evaluation of work performance as needed along with other duties. The Business Service Manager must foster an environment of continuous improvement while developing recommendations to improve performance in a way that creates an excellent customer and employee experience.

Requirements

3-4 years of experience leading within a call center
Associates degree
An equivalent blend of education and relevant experience will also be considered.
Supervisory or management experience in a call center required.
Passing and maintaining federal and state security background checks.
US Citizenship required due to security clearances.

Nice To Haves

Bilingual is a plus but not required.
Bachelor’s degree
Experience working with persons with disabilities.

Responsibilities

Responsible for real time monitoring of inbound contact calls to monitor agents/supervisory STAFF performance and maximizing result and agent’s productivity.
Also responsible for maintaining mandated service levels for inbound calls, including, but not limited to compliance
Implement, manage and maintain daily operation of the inbound contact calls, and other systems as required
Maintain strict compliance with mandated service levels on inbound contact calls by monitoring and tracking data on an active real time, daily, weekly, monthly and yearly basis by department or location platform for all dials placed each year by the contact systems.
Create, maintain and analyze reports on an intra-day/hourly, daily, weekly, monthly and yearly basis to monitor performance of strategies and health of systems including, but not limited to workforce management tools
Monitor key performance indicators in real time to access performance of associated systems including, but not limited to, workforce management tools
Monitor all agents/supervisory staff logged into contact systems to assure staff logged into appropriate operations for each department group and to maximize utilization of agent productivity while logged into operations.
Create and communicate daily operations strategy.
Report all issues pertaining to the contact systems’ functionality to the Contact Center Site Manager
Conducts meetings to ensure consistent feedback is given to staff and team members.
Complete and deliver timely employee performance appraisals and action plans
Develops plans to meet short-term objectives
Assist in the development of call center best practices and opportunities for improvement
Maintain a safe and clean work environment
Promote Peckham’s vision, values, and services to all customers and stakeholders
Assist in maintaining organization wide quality standards
Miscellaneous related duties as assigned