Call Ctr Mgr

Job Status: Full Time, Employee Base Pay: Less than Additional Pay: Commensurate with Experience Category: Business/Strategic Management Req'd Education: Bachelor's Degree Req'd Experience: 5+ to 7 Years Reference Code: 11410BR   |   Email This Job   |   Company Jobs Job Description The call center manager will effectively plan, forecast, lead and manage performance within scope to ensure service levels are met; customer satisfaction is achieved and costs are managed effectively. The call center manager will set and communicate clear goals and values for the team. Manage scheduling for coverage in peak times. Help establish and monitor the Call Center. Serve as an escalation point of contact. This person will report to CC Director and will be responsible for high level aspects of managing the daily operations of a call center, consisting of customer service reps, supervisory staff, and QA staff. Other duties will include managing daily, weekly, monthly and quarterly goals for call center performance, client initiatives, communicating client and corporate objectives, etc.Basic Function: Leads and directs the day-to-day operational activities of the Client Services group. Focus includes development, implementation and administration of departmental goals, policies, strategies and budget. Provide leadership direction on a variety of diverse issues such as cycle time/quality improvements, proactive alternatives to Client/Customer issues/trends, CRM, technological trends, hardware/software applications as well as the professional development of staff/associatesQualificationsBachelor's Degree in consumer affairs, business administration, communications or related fieldMust possess minimum of five years of management or progressive experience as a Client and/or Customer Service SupervisorCall Center architecture, technological applications, metrics and best practices knowledge.CRM concepts and applicationsWorking knowledge of Company processes (Internal Candidate)Actively engaged with professional/consumer organizations maintaining ongoing relationships with professionBenefitsMedical, dental, vision, 401k, STD, LTD. etc.The First American Corporation is an Equal Employment Opportunity/Affirmative Action employer. Qualified applicants are considered for employment and employees are treated during employment without regard to race, color, religion, gender, sexual orientation, national origin, age, physical or mental disability, medical condition, religion, marital status or veteran status, or any other characteristic protected by state or federal law.   |   Email This Job   |   Company Jobs