Call Center Manager

The Call Center Manager (CCM) leads and manages the customer service department while developing a robust, knowledgeable, and pro-active team environment. The CCM provides leadership, direction, coaching and feedback to a team of supervisors and other support staff. The CCM reports to the Call Center Director.

Essential Functions (other duties may be assigned):

• The position is a leader of leaders, responsible for leading their team of senior supervisors and agents to meet and exceed individual and team performance objectives.
• Grow and lead an innovative, creative, and fun environment where employees are engaged and strive to deliver outstanding customer experiences
• Drive alignment, consistency, and cohesiveness in people practices, team management, and customer service to achieve department and company goals
• Lead and implement change management initiatives, keeping in compliance with industry regulatory practices and departmental rules and policies
• Ability to work cross functionally and serve as department liaison regarding process change, policy change, compliance issues, and department-wide communications
• Maintain a significant level of knowledge regarding customer care center technology, operations, processes, procedures, and emerging trends with a focus on implementing best and next practices
• Monitor and assess quality and effectiveness of training/program delivery and work with senior leadership to adjust accordingly
• Responsible for delivering analysis and insights to senior leadership regarding team and individual effectiveness and performance
• Serve as proxy for call center Director in key critical business meetings/projects in relation to operational issues, projects, team progress and risk-related issues

• Represent the company at various functions including but not limited to charity events, recruiting events, company meetings, vendor meetings, etc.

Preferred experience

• Minimum of two (2) years management experience in a call center or customer service environment
• Experience successfully managing remote and virtual teams
• Direct experience in building and developing a leadership team
• Experience tracking, measuring, and holding teams accountable to defined KPI's
• Ability to work effectively, both independently and in a team environment
• Ability to exercise independent judgment and discretion in performing duties
• Ability to be a self-starter and utilize proactive approach to achieve results
• Excellent problem solving, troubleshooting, and analytical skills
• Flexible schedule and strong sense of urgency
• Exceptional communication skills, both verbal and written

Physical Demands & Work Environment:

The physical demands in the work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, and walk. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

Disclaimer:

The above statements are intended to describe the general nature and level of work performed and are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel assigned to this job. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

About Consumer Cellular:

Consumer Cellular counts over 4 million customers nationwide and is a top-rated wireless provider that markets no-contract cellphones and service plans primarily to those 50 — founded in 1995 on the belief that everyone should have affordable access to the safety and convenience of cellular service. The Scottsdale, Arizona-based company utilizes the nation’s largest voice and data network, which covers 99% of the U.S. population. Consumer Cellular’s wireless phones and plans are sold nationwide at leading retailers such as Target, as well as direct to consumers at ConsumerCellular.com. The company has been awarded the J.D. Power award for Highest Customer Service, 12 Times in a Row, and has been ranked on the Inc. 5000 list for 11 years in a row. For cellphone tutorials, features, applications, and company news connect with Consumer Cellular on Facebook, Twitter and YouTube.

We offer a competitive benefits package including medical, dental, 401(k) match, life & accident insurance, disability insurance, paid vacation and holidays, wellness program, etc. Consumer Cellular is an Equal Opportunity Employer and is committed to diversity in its workforce.

Pre-employment background check and drug screen are required.