It's fun to work at a company where people truly believe in what they are doing! Job Description: The Contact Center Manager position is primarily responsible for effective planning and execution of call center solutions to meet the needs of the business and internal Clients. The selected candidate will oversee trafficking of work within the Call Center while providing leadership and development to the internal team. Responsibilities Responsible for managing and developing the Call Center leadership staff. Ensures overall success through the coordination, management, and department execution of client’s deliverables. Develops and monitors quotas for service level and productivity. Ensures the call center staff is properly trained and adequately utilized. Consistently delivers proactive communication with internal clients and serves as point of escalation when necessary. Prepares and controls department budgets. Plans effective strategies for the financial well-being of the department and the division. Works with internal clients to establish best practices which meet client needs and addresses any prioritization issues that may arise. Designs and maintains department’s standard operating procedures. Requirements 5 years of call center experience with a minimum of 3 years in a managerial role Bachelor’s degree or equivalent experience Excellent verbal and written communication skills with a professional, calm demeanor Ability to interact with all levels of managers in the organization Firm understanding of the Call Center ACD system, Call Center Work Force Management and IVR Ability to effectively handle multiple tasks and time-sensitive projects with changing priorities Competencies Managing Performance - Ensures that associates have clear goals and objectives, expectations and measures of success for projects and tasks; clearly assigns or delegates responsibility for tasks and assignments; monitors the process of work as well as progress toward completion and final results; provides specific performance feedback, both positive and corrective, as soon as possible after event Fosters Teamwork - provides opportunities for people to learn to work together as a team; promotes cooperation with other departments; recognizes and encourages the behaviors that contribute to teamwork, continuous support and removal of barriers, appropriately involves team members in decisions and leverages unique talents of the team Developing Others - Provides support and direction towards the development of individuals’ knowledge and skills to effectively facilitate their accomplishment of both current and future job responsibilities; partners with individuals on identifying and setting development goals; helps to identify development opportunities as part of the plan; provides continuous feedback on performance and progress and assists in the adjustment of development plans; ensures management team adheres to business defined talent management practices and procedures Empowering Others - Gives people latitude to make decisions based on their level and area of responsibility and level of knowledge and skills; encourages individuals and groups to set their own goals, consistent with business goals; expresses confidence in the ability of others to be successful; encourages groups to resolve problems on their own; avoids prescribing a solution Strategic Agility - Clearly understands and articulates the business strategy; continuously ensures team and individual goals are aligned to broader strategic objectives, particularly when there is a change in direction; anticipates future consequences and trends, accurately including their potential impact; maintains broad business knowledge and perspective; creates new, competitive strategies aligned to the broader business strategy. #LI-KW If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.