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Call Center Manager

November 26, 2012 - December 07, 2012
Location:Tallahassee, FL
Salary Range:DOE
Employment Type:Full Time
Description:Responsible for building and managing a world-class customer service call center that gives FBMC a strategic advantage by delivering an outstanding and differentiated customer experience. Manage the overall day-to-day activities, staff, functions, processes, and service level accountabilities of all customer service call center operations. Establish a performance-driven, goal-oriented environment and identifies strategic and tactical short and long-term initiatives and implementation plans to improve performance, training and quality. Ensure that daily operations run smoothly, and that interactions are routed and handled effectively and all call center KPIs and SLAs are met or exceeded. Responsible for handling all escalated client, customer, employee and technical issues. Must effectively motivate all service center staff members to do an outstanding job. Establish and foster excellent working relationships with all inter-dependent departments; this includes identifying and communicating operational issues to the appropriate department on a timely basis and working collaboratively to resolve problems. Also responsible for establishing cross-functional feedback mechanisms to promote company success.

Incumbent is responsible for assisting in the selection of all customer service call center applications, including the automatic call distributor, IVR, WFM, QA, reporting and other applications. Service Center Managers are also responsible for optimizing the use of technology to support the center’s performance and the quality of service provided by its staff.
Duties:• Manage the day-to-day operations of the customer service call center staff, training, quality, and applications.

• Manage departmental performance metrics to meet company and departmental objectives, including SLAs, productivity, quality, and overall effectiveness.

• Coordinate staffing needs to ensure that the department is staffed properly to optimize customer satisfaction and performance.

• Work collaboratively to ensure that programs are effective, goals are met, and scores demonstrate continual improvement.

• Ensure that the customer service call center is in full compliance with HIPAA and other relevant regulations.

• Ensure staff adherence to company policies, procedures and processes.

• Provide input and support for various projects (i.e., training, corporate initiatives, product launches, budgeting, staffing, etc.).

• Serve as the point person for changes in processes and/or procedures, and championing initiatives to enhance and/or modify the customer experience and overall service center performance.

• Manage staff by addressing plans for corrective action, performance improvement and performance appraisal processes.

• Develop and coordinate incentive, recognition and motivational programs to optimize staff performance.

• Collaborate with colleagues in other departments to ensure that service center service quality, customer satisfaction and productivity goals are met.

• Manage and optimize the performance of all service center applications; work closely with IT and Telecom to maximize performance of the solutions.

• Foster a friendly and supportive work environment that attracts high quality staff and keeps attrition low.

• Assist Team Leaders in career development; this includes hiring high-performance supervisors and providing training, support and performance evaluations that facilitate their ongoing advancement.

• Conduct staff and cross-functional meetings to keep the service center up-to-date about company goals, products, services, and industry trends and regulations.

• Manage special projects, as needed.

• Develop the annual department budget, including salary planning.

• Forecast and schedule CSR requirements to ensure that the department is staffed properly to optimize customer satisfaction and performance.

• Ensure that training and quality programs are effective in providing an outstanding customer experience to all people who call and email.
Four year college degree and/or five to ten years of management experience in a fast-paced contact center or customer service call center environment required. Project management experience preferred. Degree may be substituted by relevance of work experience.

• Experience with call center metrics such as average handle time, average speed to answer, abandonment rate and service level.

• Strong working knowledge of employee benefits programs

• Demonstrated leadership and motivational ability

• Excellent oral and written communication skills

• In-depth knowledge of products, procedures and processes, as well as contact center technology and applications, including ACDs, IVRs, WFM, QA and reporting tools

• Organization and time management skills

• Ability to analyze data to identify trends, service issues and process gaps, and to determine root causes and provide recommendations for resolution

• Ability to develop and foster working relationships and effective communication.

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