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Call Center Manager

Company: Tunstall
Location: Pawtucket
Posted on: May 8, 2018

Job Description:

Job DescriptionPurposeThe Call Center Manager has advanced working knowledge of contact center concepts, practices, and procedures. Serves as functional expert providing guidance, and recommendations in a customer-oriented call center environment. The position applies comprehensive knowledge of concepts and practices in performing complex functions, and assists other staff members with problems or questions. Works under general supervision. Reports to the Director of Operations. Principal Duties and Responsibilities

  • Monitor multiple programs within the After Hour business to ensure that milestones and deliverables are achieved according to the quality standards and Key Performance Indicators
    • Motivate and lead by example the team leaders to ensure that the quality of work performed by call center agents is meeting expectations.
      • Maintain the infrastructure and inventory of the call center, and completing the proper documentation and request for all required material and equipment.
        • Develop and implement goals, targets and performance requirements to achieve better quality in work and profitability for the organization
        • Drive initiatives in the management team and organizationally that contribute to long-term operational excellence that will allow for scalable growth
        • Maintain strong partnerships with IT to understand potential business impacts; provide meaningful updates to managing parties
        • Provide standardized and ad hoc analysis of trends and forecasting for both internal and external customers Daily Responsibilities:
          • Meet with team leaders to review prior day’s result and strategize on action steps to ensure key metrics are consistently achieved
          • Review weekly attendance, daily statistics (scorecards), and Operational Utilization reporting.
            • Ensure weekly reviews are completed by team leaders with the agents
            • Ensure the proper adherence to timecard protocols are achieved
            • Weekly Payroll review and approval is completed timely.
            • Be the subject matter expert for the program and act as the voice of the agent in communicating with management and clients the needs necessary in delivering a quality experience
              • Approve and maintain internal Standard Operating Procedures (SOPs)
              • Identify, improve, evaluate and drive internal processes
              • Be visible and interactive with agents by answering questions and/or quizzing on latest trends or processes.
              • Attend client meetings when applicableKnowledge, Skills and Abilities Required
                • High School diploma or equivalent experience and/or training. Associate’s degree preferred
                • Strong call center operational background
                • 2-4 years’ supervisor experience in a large-scale multi-function call center environment.
                • Demonstrated strong organizational and interpersonal communication skills.
                • Advanced knowledge of Microsoft Office Applications (Word, Excel, Powerpoint – Access is a plus)
                • Considerable interface by telephone and/or in-person with internal users, external customers/clients, and external vendors necessitates tact and strong verbal communication skills.
                • Commitment to quality and personal ethics. Ability to motivate successful team behavior. Company DescriptionTunstall - is a leading Healthcare Services and life safety monitoring company. Tunstall is a EOE.Please provide resume and cover letter.

                  Keywords: Tunstall, Pawtucket, Call Center Manager, Executive, Pawtucket, Rhode Island

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