285820 – Call Center Manager (Level 2)

Responsible for building teams and training, developing/maintaining call center processes and procedures, monitoring and analyzing metrics, ensuring customer satisfaction, and assessing and driving the quality and service of the Call Center.

Behavior Characteristics:

Excellent listening skills, verbal and written communication skills, analytical and interpersonal skills. Ability to function in fast paced, high pressure environment. Flexible and innovative.

Required / Desired Skills    

Progressive Call Center environment experience (Required 5 Years)

Direct management of a 15+ Call Center staff (Required 5 Years)

Manage day-to-day operations in accordance w/ SLA’s & KPI’s (ex: FCR, ASA) (Required 3 Years)

Experience in creating/maintaining standardized support (SOP’s) (Required 3 Years)

Experience with Workforce Management (Required 2 Years)

Maintain & execute continuous process improvement program (Required 2 Years)

Develop service improvement recommendations based on analysis & trends (Required 3 Years)

Implement service improvement initiatives to optimize service levels, cost (Required 3 Years)

Subject matter expert in building teams (Required 3 Years)

Knowledge in appraising performance; rewarding & disciplining employees (Highly desired 3 Years)

Experience in addressing customer complaints and resolving problems (Required 3 Years)

Experience with Call Center scheduling & staffing based on demands/trends (Required 3 Years)

Experience with planning and taking into production additional services (Desired 2 Years)

Knowledge of Remedy Call Tracking System and Avaya (Required 4 Years)

Maintains compliance with all relevant regulatory standards (Ex: HIPPA) (Required 3 Years)

Ability to motivate a team climate that supports effective info sharing (Required 4 Years)