Call Center Manager

Job Purpose:

Serves customers by planning and implementing operational and staff objectives; planning and maintaining efficient operations; improving quality results; meeting financial objectives; managing staff.



Duties:

* Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.



* Achieves call center operational objectives by contributing information and analysis to organization strategic plans and reviews; preparing and completing strategic and operations plans; developing customer interaction models; completing system audits; developing and monitoring quality assurance policies, procedures, and response methodologies.



* Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.



* Plans and maintains efficent operations by designing, implementing, and evaluating call center process; developing, implementing, and monitoring policies and procedures; monitoring and analyzing telephone statistics and forecasts; adjusting staffing schedules to match call volumes; implementing production, productivity, quality, and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing changes; resolving escalated problems.



* Enhances staff performance by designing, developing, presenting, and evaluating training programs.



* Keeps equipment operating by developing and enforcing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.



* Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.



* Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.



Skills/Qualifications:

Customer Focus, Customer Service, Telephone Skills, Developing Standards, Foster Teamwork, Giving Feedback, Managing Processes, People Management, Promoting Process Improvement, Supervision, Emphasizing Excellence