Job Description
Are you a Call Center Operations Manager with PROVEN results? Are you dedicated to customer satisfaction and agent development?
Our client in Texarkana is seeking a driven and dedicated Senior Inbound Call Center Manager with a proven track record in problem solving, leadership and decision making.
The Call Center Operations Manager is responsible for planning, organizing, and managing all operational activities for a large inbound customer care account. The call center is a multi-site, multi-shift, 7-day per week operation.
Essential Functions and Responsibilities:
Direct the forecasting and scheduling of daily workforce.
Continuously evaluate workflow and identify opportunities for improvement.
Track and measure individual and team productivity and quality results for staffing forecasts.
Drive improvements in overall service levels, transactional efficiencies & cost management.
Implement new processes, procedures and technologies as needed.
Manage and motivate call center staff to meet customer service performance goals. Ensure that all inbound and call center incentives are developed and executed as planned.
Maintain and monitor performance, production, attendance and punctuality records, reviews and appraisals for staff.
Monitor adherence to company quality monitoring goals.
Ensure adherence to company policies.
Responsible for the supervision, coaching, monitoring, training, reviewing, disciplining of assigned staff.
Job Requirements
Required Experience and Skills:
Thorough knowledge of inbound call center operations.
Understanding and ability to execute inbound programs to ensure service levels and financial objectives are met.
Strong planning, forecasting, problem-solving and analytical skills.
Proven ability to develop and produce reports from existing systems, analyze them and make informed recommendations.
Knowledge of current call center & workforce management technology.
Demonstrated ability to interact with peers, senior management and other departments in a professional manner.
Strong organizational, leadership and interpersonal management skills.
Possess budgeting and financial planning skills.
Demonstrated communication skills both written and verbal.
Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff.
Possess excellent knowledge of manpower planning and scheduling in a customer service environment.
Ability to work in a dynamic fast paced atmosphere.
Solid understanding of computer basics (Windows, Excel, Word, Operating Systems and the Internet).
Ability to speak, read & write in English.
Preferred Qualifications:
4 years minimum inbound call center management experience.
Degree preferred.
Experience with post-sales operations.
Experience with TCS scheduling software & Workforce Management Systems.
Experience with high tech environment.
Bilingual
Volt is an EEO.
Location: Texarkana, TX
Type: DIRECT
Duration: Direct
Pay Rate: DOE
Contact:
Volt Technical Resources
Austin023999@volt.com
Volt Workforce Solutions
12007 Research Blvd., Suite 103
Austin, TX 78759
PH: 512/219-6070
FX: 512/219-6059
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