Contact Center Manager

Summary

This position is primarily responsible for effective planning and execution of Contact Center solutions to meet the needs of the business and assigned Clients. The selected candidate will be the main Contact Center liaison for all assigned client and internal support department requests.

Job Responsibilities

• Single Point of Contact and Subject Matter Expert for all program specific Contact Center requests and communications
• Ensures overall success through the coordination, management, and department execution of client’s deliverables
• Conducts Contact Center, Program Performance Trending and Root Cause Analysis
• Consistently delivers proactive communication with internal and external clients and serves as point of escalation when necessary
• Supports sales process for contact center needs for RFP’s or Estimates
• Monitors quotas for service level and quality assurance of assigned projects, producing reports as requested
• Identify new hire and ongoing training needs and coordinate with support departments for scheduling
• Coordinate staffing needs with WFM and gain client approval for recommendations
• Analyze and Evaluate invoicing for assigned programs, including Contact Center disputes or questions
• Prepares and controls department budgets. Plans effective strategies for the financial well-being of the department and the division
• Works with internal clients to establish best practices which meet client needs and addresses any prioritization issues that may arise
• Designs and maintains department’s standard operating procedures
• Other duties as assigned

Qualifications

• Minimum of 5 years of call center experience with a minimum of 3 years in a managerial role
• Prior BPO or client facing experience a plus
• Bachelor’s degree or equivalent experience
• Excellent verbal and written communication skills
• Ability to interact with all levels of managers in the organization
• Ability to effectively handle multiple tasks and time-sensitive projects with changing priorities

Competencies

Fosters Teamwork: Provides opportunities for people to learn to work together as a team; promotes cooperation with other departments; recognizes and encourages the behaviors that contribute to teamwork.

Empowering Others: Gives people latitude to make decisions based on their level, area of responsibility, knowledge and skills; encourages individuals and groups to set their own goals consistent with business goals.

Managing Change: Facilitates the implementation and acceptance of organizational change.

Strategic Agility: Clearly understands and articulates the business strategy; continuously ensures team and individual goals are aligned to broader strategic objectives, particularly when there is a change in direction; anticipates future consequences and trends, accurately including their potential impact; maintains broad business knowledge and perspective; creates new, competitive strategies aligned to the broader business strategy.

Influencing Others: Uses appropriate interpersonal styles to persuade others to accept a position or initiative that results in action to positively impact business results; assesses the current situation and adapts interpersonal style to suit the target audience; makes recommendations to achieve a specific impact, effect or course of action adopted by others; seeks mutually beneficial solutions; obtains cooperation from others, including those who are not direct reports.#LI-KW1

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.