Outbound Call Center Manager

Outbound Call Center Manager

Supervises Call center including an assistant and about 10-12 stations/callers. The call center will act as another outreach tool for ACORN and therefore will be reaching out to community members. The call center manager would be responsible creating and implementing policies and procedures including setting call center operational standards, employee service levels, quality standards, reports, inventory of equipment, creating a professional environment, and accomplishing organization goals. This manager would work with and report to a department head.  This individual must be familiar with a variety of the field's concepts, practices, and procedures, and relies on extensive experience and judgment to plan and accomplish goals, while performing a variety of tasks. A wide degree of creativity and latitude is expected.



 

  RESPONSIBILITIES



· Participates in design of call monitoring formats and quality standards.
  Provides feedback to department headPrepares and analyzes internal and external quality reports for management staff review. Provides actionable data to various internal support groups as needed. Coordinates and facilitates call calibration sessions for call center staff sets performance targets for speed, efficiency, and quality Determines work procedures and expedites workflow. planning and managing change maintaining an up-to-date knowledge of industry developments and involvement in or membership of networks; planning and developing staff recruitment, including wording vacancy advertisements and liaising with HR staff; Create staff training procedures and systems recording statistics, user rates and the performance levels of the centre, and preparing reports; handles escalated complaints organizes staffing, including shift patterns and the number of staff required to meet demand; co-coordinating incentive schemes; analyzing performance statistics and making decisions on the basis of these statistics; Maintains call distribution system by configuring the telephone PBX to automatically distribute calls uniformly among customer service representatives.

REQUIREMENTS:Two years of call center customer care experience, preferably in a technical environment. Two years of call center management Excellent oral, written and interpersonal communication skills. Exceptional listening and analytical skills. Expert level of knowledge/expertise with PC hardware and software (Word and Excel). Intermediate to advanced level of knowledge with Internet technology; familiarity with cable modem technology desired. Strong knowledge of customer care processes and techniques. Demonstrated ability to work well in a team environment. Dedication to providing exceptional customer service.