A Day in the Life of the Manager, Business Operations & Projects:
- Ensuring staff members are achieving desired goals, supporting ICOMS order entry and billing support for all Business Solutions
- Preparing reports and analyzing Business Solutions data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Develop Leadership through effective use of continuous feedback and open communication
- Identify and provide reporting on trends, opportunities and solutions
- Lead team meetings, ask questions to better understand the calls representatives are receiving the proper training and have the tools needed
- Coaches and develops staff to ensure the highest degree of customer service to maximize quality service and customer retention. Fosters, promotes and contributes to a positive team environment
- Work collaboratively with other departments to ensure company goals are met
- Actively support, promote, and advance all aspects of Astound's Inclusion and Belonging work, recognizing it as a business priority, including creating a work environment where all employees feel valued, respected, heard, and empowered.
- Other duties as assigned
What You Bring to the Table:
- Must have 3+ years' experience managing in a call center environment
- Thorough knowledge of billing systems, collections, service orders, and sales processes (ICOMS preferred)
- Telecommunications industry experience is a plus
- Must demonstrate exceptional communication, collaboration, adaptability, resilience and emotional intelligence
- Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal problem resolution & change management
- Strong negotiation, interpersonal, written and oral communications skills - including report writing
- Familiarity with call center technology including workforce management software, phone system platforms, quality software, etc.
- Computer Skills: Billing Systems, CRM, Microsoft platforms, Word and advanced Excel skills
- Occasional travel may be required
- Available nights, weekends, holidays as required
We're Proud to Offer a Comprehensive Benefits Package Including:- 401k retirement plan, with employer match
- Insurance options including: medical, dental, vision, life and STD insurance
- Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
- Floating Holiday: 40 hours per year
- Paid Holidays: 7 days per year
- Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
- Tuition reimbursement program
- Employee discount program
*Benefits listed above are for regular full-time position
Base Salary: The base salary range for this position is $120,000- $140,000 annually, plus opportunities for bonus and benefits, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities.
