The Call Center Manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.
To be a successful Call Center Manager, you should be focused on improving your team of representatives and call center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.
KEY RESPONSIBILITIES:
- Determines call center operational strategies by conducting needs assessments, establishing KPIs, staff and capacity planning for 24/7/365 call center.
- Collaborates with management to define user requirements, as well as standards for productivity, quality, and customer-service standards; contributes information and analysis to organizational strategic plans and reviews.
- Develops call center systems by developing and documenting customer interaction and voice response systems; designs user interfaces; develops, documents, and executes user acceptance test plans; plans and controls implementations.
- Maintains and improves call center operations by monitoring employee performance and KPIs; identifies and resolves problems; prepares, documents, and completes action plans; executes process improvement and quality assurance programs.
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
- Produces daily reports for upper management to update on daily, weekly and monthly tasks accomplished and planned.
- In collaboration with upper management, meets call center financial objectives by estimating requirements; prepares an annual budget; schedules expenditures; analyzes variances; initiates corrective actions.
- Develops a continuous improvement strategy. Utilizes metrics to create accountability for each sub-division focused on cost reduction and efficiency improvement.
- Develops knowledge of using Genesys PureConnect platform contact center and communications solutions.
- Develops knowledge on using Salesforce platform to produce reports, set up dashboards, etc.
- Serves as backup for Help Desk in troubleshooting basic phone equipment settings.
- Accomplishes call center human resource objectives by participating with HR manager in recruiting, selecting, orienting, assigning, coaching, counseling, and disciplining employees; administers scheduling systems; communicates job expectations; plans, monitors, appraises, and reviews job contributions; recommends compensation actions; enforces policies and procedures.
- Handles escalated incidents with interpreters and/or customers regarding employee performance.
- Participates in meetings as a subject matter expert, as needed.
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attends educational workshops; reviews professional publications; establishes personal networks; benchmarks state-of-the-art practices; participates in professional societies.
- Attends meetings with senior management and with other department managers to discuss news, events, policy changes, campaigns, and other such topics to make sure everyone is on the same page.
- Assume responsibility of budgeting and tracking expenses
- Ensures that safety policies are followed; acts as Floor Safety Warden in compliance with building requirements.
- Other special projects and assignments, as required.
REQUIREMENTS:
- Bachelor’s degree or relevant experience preferred
- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
- Proven successful track record of at least four (4) years of directly implementing and managing the operations of a call center.
- Experience in building, managing and coaching a team of customer service agents. Capable of mentoring, motivating and guiding others toward both individual and organizational goals; ability to model a high standard of quality and commitment to serving the public, while developing trust and credibility with the team.
- Ability to work independently with a high level of initiative, attention to detail, and follow-through; ability to meet, and exceed performance targets.
- Willingness to take extra measures and independent action to solve problems and get work done when the situation calls for it while holding self and others accountable.
- Ability to work cross-functionally to solve complex problems and improve quality and community experience; ability to connect with all levels of management.
- Ability to understand and constructively challenge current processes for continuous improvement.
- Proficient in the use of MS Office, notably Outlook, Word, Excel.
- Ability to pick up new concepts and software quickly and easily.
- Ability to communicate clearly and professionally on telephone, one on one, in group presentations and in writing. Ability to use appropriate interpersonal styles and methods to reduce tension or conflict, relate positively to people in stressful situations and remain calm under pressure; and demonstrate tact and patience.
- Ability to communicate effectively and respectfully with people of varied racial, educational, and socio-economic backgrounds. Ability to develop successful interpersonal and professional relationships.
- Strong organizational skills to prioritize multiple tasks.
- Ability to work a flexible schedule (we are open 24/7/365).
PHYSICAL REQUIREMENTS:
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job:
- The employee is regularly required to talk or hear.
- The employee is regularly required to work on a computer and to read from a computer screen for long periods of time.
- The employee is frequently required to stand, walk, use hands-to-finger, handle or feel, reach with hands and arms, and kneel, squat, and crawl in confined spaces.
- The employee may be required to lift and carry computer components up to 20 pounds on a frequent basis, with or without assistance.
BENEFITS:
At Universal Language Service, we are providing completive compensation and benefits, world-class learning opportunities, and a team that fosters pride in our work. Our portfolio of employee benefits includes medical, dental, vision, life and disability insurances, 401K, paid time off, a well-stocked communal kitchen, subsidized parking/bus pass, fitness center membership, bicycle storage, shower/ locker rooms, and more!
ABOUT US:
Universal Language Service is a premier Interpreter and Translator referral agency serving the United States since 1995. We are an industry leader and the biggest language referral vendor in the State of Washington, offering experienced certified professionals and coordinating on average 2,000,000 language requests annually. Our staff is dedicated to building a long-lasting business partnership by providing quality services, flexibility, and dedicated support that our clients can depend on 24 hours a day 7 days a week, 365 days a year. We do administrative work for our Service Requesters and Interpreters — including customer service, scheduling, billing, tax reporting, compliance resolution, sales, and marketing.
In the workplace, we value honesty, diversity, integrity and equal opportunity for everyone. Our team members have different ethnic, religious and political backgrounds, but we are all united to serve our community and our clients.
Universal Language Service, Inc. is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
COMPETENCIES:
- Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
- Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- Continually required to sit
- Continually required to utilize hand and finger dexterity
- Continually required to talk or hear
- While performing the duties of this job, the noise level in the work environment is usually moderate.