Call Center Manager

Job Summary:

This is a unique opportunity to build a team from the ground up! The Call Center Manager will oversee and assist Call Center Representatives in the performance of their job duties such as responding to customer inquiries, soliciting business, and resolving issues or complaints.

Supervisory Responsibilities:

• Provide coaching and development while building employee engagement and accountability.
• Engage in, support, and respond to changes in business strategy, and drive communication to team members.
• Foster an inclusive culture that promotes teamwork, recognizes performance, and appreciates effort.
• Promote an innovative culture to advance customer loyalty and employee engagement.
• Develop strong relationships with peers and other departments to build a collaborative team.

Duties/Responsibilities:

• Manage all operational key metrics, as well as, attrition, team development, and create a high performing team.
• Drive accountability, achievement of service levels, key performance indicators, business objectives and financial targets stipulated by the primary client in conjunction with FDS through active coordination with various Operations and Support teams.
• Facilitate and develop a high performing team to meet or exceed business goals and/or objectives.

Required Skills/Abilities:

• Train, manage and coach all Call Center Representatives.
• Provide input and interview for team members, as needed.
• Plan and implement work schedules.
• Resolve escalated client complaints, assist with overflow client communication.
• Provide weekly updates to leadership team.
• Recommend and develop improved systems, policies, and procedures for the Call Center Representative position.

• Excellent verbal and written communication skills, strong interpersonal, sales and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to perform in a fast-paced and deadline driven environment.
• Proficient with Microsoft Office Suite or related software.

Education and Experience:

• Minimum 2-3 years of call center management experience.
• A sales-driven and leadership personality with a proven track record in managing an operation with high volume calls and FTEs.
• Strong leadership and team management skills.

Physical Requirements:

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

• The associate is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk and hear.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Must be able to lift and/or move up to 20 pounds occasionally.
• Working extended hours, including evenings and weekends may be required.

• 
  Must be 21 years of age.
• Must have a valid driver license.
• Must pass drug screen, criminal background check and driver’s license check.

• 
  Medical: Healthcare, Dental and Vision plans
• Financial: 401(k)/Roth plans with company match program
• Work-Life Balance: PTO (Paid Time Off), paid holidays, and balanced work schedules