Call Center Manager

Primary Responsibilities:

• Manage the operation of the call center.

• Work with Product and Cross-site peers to successfully implement new Clients, Customers, and Products.

• Gather and analyze call center data to recognize trends and opportunities, communicate concerns/trends with Sr. Leadership as appropriate.

• Provide reporting on multiple issues/ performance metrics to Sr. Leadership as required.

• Create and Implement continuous process improvements.

• Maintain all Process and Procedure documents, keep documents updated with all changes. Accountable for all formal P&P document reviews.

• Serve as organization's SME on the portal support process.

• Meeting bi-weekly with each direct report to provide update on current job performance and individual development.

• Manage the MAP process for all employees within established time frames.  Recommend salary/ bonus actions based on job performance.

• Ensure that all team members have current, relevant Individual Goal Documents.

• Develop reward and recognition activities. Share actions/plans with colleagues so they can adapt for their businesses.

• Respond to Escalated calls as the final level escalation.

Qualifications/Requi​rements:​

• Minimum Education of a HS Diploma or GED required. A Bachelor's Degree is preferred.

• 3+ years call center leadership experience. Strong Understanding of all aspects of Call Center Operations.

• 2+ years experience working with direct reports pertaining to HR functions, performance management, hiring and staff development.

• 1+ year experience leading and managing both onsite and remote direct reports.

• 1+ year experience in suggesting and implementing process improvements.

• 6+ months experience in organizing, researching and presenting business related topics and materials to all levels of the organization. Must have strong presentation skills

• Strong Analytical Skills and ability to use data to provide solutions for complex problems

• Up to 25% travel required

• Working Hours 5:00am - 8:00pm Monday - Friday