Job Description
Are you a call center manager dedicated to agent development and call center improvement? Our client in Texarkana is looking for a improvement driven manager to join their team.
Position Summary:
As a key member of the Call Center, you will be responsible for supervising and leading assigned account team(s) of inbound and/or outbound agents including staffing, performance management, reporting, counseling, and maintaining account quality.
Essential Functions and Responsibilities:
Supervise agent personnel including: hiring, monitoring and evaluating performance, and initiating corrective or disciplinary actions
Track and measure individual and team productivity and quality results
Drive improvements in overall service levels, transactional efficiencies & cost management
Provide assistance and/or on-the-job training
Analyze, summarize and/or reviews data; report findings, interprets results and/or make recommendations
Ensure adherence to company policies
Manage and motivate call center staff to meet performance goals
Analyze and verify agent knowledge level
Job Requirements
Required Experience and Skills:
Thorough knowledge of call center operations
Understanding and ability to execute inbound programs to ensure service levels and financial objectives are met
Demonstrated ability to interact with peers, senior management and other departments in a professional manner
Strong organizational, leadership and interpersonal management 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
Ability to work in a dynamic fast paced atmosphere
Ability to coordinate activities or tasks of people and groups
Ability to maintain confidentiality
Demonstrate ability to make a decision by using logic to identify key facts, explore alternatives and propose quality solutions
Demonstrate ability to communicate information and ideas clearly, and concisely, in writing and verbally
Ability to take instructions from management and ensure follow up
Solid understanding of computer basics (Windows, Excel, Word, Operating Systems and the Internet).
Ability to speak, read & write in English
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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