Call Center Manager

SUMMARY:

Responsible in overseeing the call center division to ensure positive morale and effective daily operations. You will serve our local and national customers through the development and implementation of best cell center methods and procedures. You will also be asked to make suggestions for system and process improvement using your knowledge of daily and ground operations.

QUALIFICATIONS

1. Graduate of any 4-year course, preferably in the field of Political Science, Legal, or equivalent.

2. At least 10 years relevant work experience in Claims and Arbitration or similar field as Team Leader/Supervisor preferred.

3. Experience in E-Commerce or Logistics is a plus.

KNOWLEDGE, SKILLS, & ABILITIES

1. Excellent written and verbal communication skills.

2. Excellent interpersonal skills and sense of customer service.

3. Ability to handle multiple projects simultaneously and work under pressure.

4. Strong organization and project management skills.

5. Proficient in Microsoft Office and relevant software.

DUTIES AND RESPONSIBILITIES

1. Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.

2. Establish a high standard for productivity, quality, customer service as well as define user guidelines.

3. Manage the call center to achieve quantitative and qualitative objectives

4. Plan and implement the overall strategy

5. Track and measure productivity and compare to benchmarks

6. Develop company systems for customer interaction and voice response and control the implementation process.

7. Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.

8. Summarize, collect and analyze call center trends and data for regular performance reports.

9. Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.

10. Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.