Team Manager - Call Center Customer Service

IRMC, an international provider of custom receivables and customer care solutions, is currently experiencing significant growth at our Charlotte operations and is seeking talented candidates for this position.

 

The Team Manager will be an integral member of the IRMC team supporting various clients and providing front line leadership to a staff of call center agents. This position is responsible for coaching, motivating and developing call center agents, ensuring that all customer questions/problems/concerns are handled in an accurate and professional manner. The successful supervisor will implement and keep employees up to date on new procedures as well as drive productivity levels, ensuring quality compliance to our service standards and contractual customer agreements.  The Team Manager will also personally resolve complex client issues and/or take calls when needed.

 

Primary responsibilities include:

?  Directly supervises a team of call center agents.

?  Provide and document performance feedback through side-by-side coaching, performance reviews and goal setting, and deficiency management.

?  Appropriately address human resources issues, such as attendance and interpersonal conflicts in the workplace; consult Department Manager and/or Human Resources for guidance as needed.

?  Manage service levels based on client contract agreements.

?  Participate in the interviewing process and make hiring recommendations.

?  Improve customer satisfaction by monitoring, giving feedback, and improving call quality.

?  Increase effectiveness of call monitoring by calibrating with the quality department.

?  Control cost by managing staff to budgeted headcount and adjusting as volume dictates.

?  Utilize reporting to manage improvements in individual, team and queue performance.

?  Manage change through effective communication support of change.

?  Accept change by demonstrating a positive attitude when change occurs.

?  Take calls and handle escalated customer issues as needed.

?  Support the call center by participating in cross-functional meetings to give input on improvements opportunities.

?  Support and communicate business goals, quality standards, processes and procedures, and policies.

?Administer motivational programs that include incentives, contests, and team performance programs.

 

To be considered, candidates must posses the following:

?  BS/BA in Business/Operations Management preferred

?  2+ years previous supervisory experience required (call center preferred)

?  Demonstrated ability to lead, coach, and develop effective teams

?  Results oriented with ability to manage change while creating a positive environment.

?  Project management experiences a plus.

?  Proficiency in Microsoft Office, call center applications, workforce applications, quality monitoring tools and applications, and center reporting tools and technologies.

?  Through knowledge of inbound call center operations.

?  Outsourcing experiences a plus.

?  Flexibility to work long and irregular hours.

 

Qualified candidates should forward their resume to bejohnson@irmc.com

IRMC is an affirmative action/equal opportunity employer.