Contact Center Manager

Location: Washington, DC
Date Posted: 08-04-2017
Position Description
The Call Center Manager is charged with running a Tier 0 through Tier 2 environment, which includes a variety of information systems and customer service representatives to meet the government's requirements to assist travelers to the U.S. with their applications and answer related questions. This position will also be responsible for planning, organizing, and managing all operational activities for a mid-sized inbound/outbound customer care account or multiple accounts. The call center is a 24x7 operation.

Position Responsibilities
  • Direct the forecasting and scheduling of contact center representatives. 
  • Continuously evaluate workflow and identify opportunities for improvement. 
  • Track and measure individual and team productivity and quality results for staffing forecasts.
  • Drive improvements in overall service levels, transactional efficiencies & cost management.
  • Implement new processes, procedures and technologies as needed.
  • Maintain and monitor performance, production, attendance and punctuality records, reviews and appraisals for staff.
  • Monitor adherence to contract quality monitoring goals.
  • Ensure adherence to company policies.
  • Develop troubleshooting and methods documentation for device and software issues.
  • Perform analysis and correction of existing content and training documentation to ensure accuracy.
  • Work with subject matter experts to determine best practices and identification of trending product issues
  • Manage overall contract resources, to include staff and key personnel, if applicable keeping the Government appraised of all that could or did impact cost, schedule and performance of the contract completion
Leadership and Management / Supervision
  • Ability to lead, motivate, and direct the activities of other employees in order to achieve objectives, project schedules, and team goals and to complete assignments within established time frames and specifications. The ability to develop tasks and work assignments, clearly define objectives, and give technical direction with applied knowledge of alternatives and decision-making experience.
  • Manage and motivate call center staff to meet customer service performance goals. Ensure that all inbound and call center incentives are developed and executed as planned.
  • Responsible for the supervision, coaching, monitoring, training, reviewing, disciplining of assigned staff.
Education / Certification
  • A Bachelor’s degree is required;
  • A Project Management certification is desirable;
  • A Call Center certification is desirable.
Experience, Qualifications, Knowledge, and Skills
  • Thorough knowledge of inbound call center operations.
  • 8 years minimum inbound call center management experience preferred.
  • Understanding and ability to execute inbound programs to ensure service levels and financial objectives are met.
  • Strong planning, forecasting, problem-solving and analytical skills.
  • Proven ability to develop and produce reports from existing systems, analyze them and make informed recommendations.
  • Knowledge of current call center & workforce management technology.
  • Demonstrated ability to interact with peers, senior management and other departments in a professional manner.
  • Strong organizational, leadership and interpersonal management skills.
  • Possess budgeting and financial planning skills.
  • Demonstrated communication skills both written and verbal.
  • Must be able to foster a positive and productive work environment with the ability to lead, build teams and motivate staff.
  • Possess excellent knowledge of manpower planning and scheduling in a customer service environment.
  • Ability to work in a dynamic fast paced atmosphere.
  • Experience with scheduling software & Workforce Management Systems preferred.
  • Experience with post-sales operations and high tech environment preferred.
  • Ability to create, modify and track KPIs that relate to troubleshooting and documentation environments.
  • Strong communication, organizational, analytical, documentation, troubleshooting and problem solving skills.
  • PC skills including word processing, spreadsheets, presentation graphics and multimedia
  • Highly proficient in Excel, Word, PowerPoint, and other office products
***The successful candidate must have the ability to obtain a Federal security clearance.***
 
 
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