Call Center Manager - Vancouver, WA
$92,000 + Bonus!
Job Summary:
The Call Center Manager oversees the operation of the call center. This individual will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products and troubleshooting techniques, analyze data, and focus on improving performance and processes to better support customers.
Essential Functions:
Essential Job Duties: Job functions are not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required for this position. Duties, responsibilities, and activities may change at any time with or without notice. Basic Functions of this position are:
• Develop call center day-to-day activities.
• Monitor schedules of all call center employees
• Maximize productivity levels from all resources/employees.
• Track and report lead generation performance metrics
• Calculate and report monthly commissions and bonuses for call center employees.
• Oversee hiring, coaching, and training of new employees to maintain high standards.
• Continued coaching and mentoring of all staff
• Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, and completing action plans.
• Ability to perform job functions across all teams within the call center including but not limited to, Setting Appointments, Confirmation, Verification, Rehash and Training.
• Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations.
• Ensures productivity met or exceeded service and quality standards.
• Assists in the development of scripts for Call Center Representatives to use when communicating with customers.
• Analyzes performance data to identify opportunities for improvement.
• Ensures the outbound and the inbound Call Center quality standards are adhered to.
• Makes sure compliance with the Telephone Consumer Protection Act (TCPA) and federal and state Do Not Call (DNC) statutes and regulations, internally and externally.
• Performs other duties as assigned by the Executive Staff.
General Duties:
• Updates professional and technical knowledge by attending educational workshops; reviewing professional publications.
• Meets cost standards by monitoring expenses; implementing cost-saving actions.
• Knows the formal and informal goals, standards, policies and procedures which may include some familiarity of other departments and is sensitive to the interrelationship of both people and functions within the organization.
• Manages and mitigate risks and resolve and escalate issues as required.
• Complies with the Company's policies on Diversity and to apply the principles of the policy when carrying out the role.
Competencies:
• Leadership - Using a combination of hard and soft skills to effectively lead a large group of employees.
• Customer Service - Responds promptly to customer requests for assistance and service.
• Problem Solving - Meets daily problems with urgency to solve the issue effectively, and proactively seeks ways to prevent future problems.
• Strategic Planning - Ability to acquire, store, recall, interpret and act upon information of relevance to the longer term survival and well-being of the organization.
• Time Management - Effectively organizes work time to complete all assigned tasks.
• Decision Making - Applies experience and knowledge to make effective decisions and has the wisdom to know when to consult others in the decision making process.
• Communication - Exhibits excellent listening and verbal communications skills.
• Organization - Ability to juggle and effectively complete or meet components of various projects, goals, and deadlines.
• Analytical - Must be able to analyze facts and statistics to develop and track performance.
• Business Acumen - Aligns work with Company's strategic goals.
• People Skills - Ability to effectively corroborate with others to accomplish the job.
Skills and Qualifications:
• Excellent attention to detail and strong time management skills
• Strong analytical skills with the ability to make quick decisions.
• Ability to lead and manage a large team.
• Strong organizational abilities
• Ability to multitask and prioritize based on changing demands and deadlines.
• Effective corporate communication skills
Education and Experience:
• Bachelor's Degree in Marketing, Business or Communication preferred (this degree requirement can be substituted by Call Center experience).
• Proven working experience in home improvement call center environment.
• 10+ years of call center environment experience.
• 3+ years of leadership/management experience.
• Must be able to pass a background check.
• A valid Driver's License.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit.
• The employee is frequently required to talk or hear.
• The employee must occasionally lift and/or move up to 25lbs.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is smoke-free.
