Call Center Manager

PFSweb is a dynamic, high growth, full service eCommerce and fulfillment solutions outsourcing company, looking for the best and brightest employees to work in a fast paced, team environment. PFSweb provides the infrastructure to support our clients' backend operations from eCommerce to Call Center Support to EDI.  We are currently looking for a Call Center Manager to join our team.

The Call Center Manager is responsible for all aspects of managing an inbound call center. The Call Center Manager is responsible for all aspects of call center performance, metrics, service level standards, and quality.  Cross-organizational leadership in order to interact with executives and management with a solution oriented approach to grow and develop business strategies.  They will develop and provide initiatives, process improvement, documented operating procedures and business requirements for insuring and improving call center performance. They will have responsibility for departmental operating / expense budget; all staffing, scheduling, turnover, as well as agent training, development, productivity and performance standards.

The Call Center Manager will also be responsible for evaluating all current processes, tools and technologies develop and recommend proposed improvements and solutions that will meet best practices.

   · Participate as a key member of the PFSweb management team

· Lead, direct and train Call Center staffing

· Hire, evaluate and educate Call Center staff

· Establish, monitor and report on call center Key Performance Objectives

· Review and make recommendations for departmental process and procedure improvements

· Document departmental policies and procedures

· Evaluate existing technology and make recommendations for new solutions

· Work with other departments to improve existing call flow

· Manage the Call Center to meet all internal metrics as well as Client metrics

· Manage call volume and work load and make real-time adjustments to protect service levels

· Track and monitor employee productivity

· Produce daily, weekly and monthly reports

· Provide employee coaching and development to assure career advancement opportunities and retention

· Assist in budget preparation and review monthly the department’s budget performance

 

Work Experience Requirements:

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

·  Proven track record in the management of inbound/outbound call center operations

· Experience with a variety of call center technologies including PBX, ACD, IVR, VOIP, CTI and Call Monitoring

· Strong leadership and management skills

· Excellent oral, written and presentation communication skills as well as the ability to communicate at all levels with the organization

· Participative management style coupled with strong results focus

· Strong people development skills

· Demonstrably strong sense of urgency

· Strong collaborative work-style with internal and external teams

· Strong organizational and time management skills

· Proven ability to act as a leader among team members

· PC literate, Excel, Word, PowerPoint, and e-mail

· Must be available to work flexible hours (on limited occasion) including night, weekends, holidays

· Ability to work with various levels of Executives within the organization

 

Education Requirements:

 

·  BS/BA or equivalent relevant work/management experience

·  5 to 7 years of call center managerial experience

 



The information contained within this description is intended to indicate the general nature and level of work performed within this position.  It is not designed to contain or be interpreted as a comprehensive account of all the responsibilities and/or qualifications required of an employee assigned to a position.