JOB SUMMARY

The Field Services Contact Center Manager – Post Assignment Team is responsible for hiring, training, and leading their team members to provide excellent service standards that meet or exceed our clients’ expectations. They will deliver on the established metrics for the day-to-day operations of their area, set specific targets related to productivity, efficiency, and service excellence, as well as continuously monitor and analyze data and the quality of team performance to ensure that these objectives are met. The ideal candidate is adept at prioritizing productivity and efficiency, able to analyze and manage data while maintaining service excellence.

Duties & Responsibilities

• Take full ownership of the day-to-day operations of the Post Assignment team to include resource planning such as proper staff coverage, provide support to team members, provide customer call escalation support, and perform CSR duties as needed.
• Hire, onboard, and manage Contact Center staff.
• Actively monitor team member activities and provide continuous coaching to ensure alignment of team performance and department objectives.
• Coordinate, load and monitor call campaigns related to the team’s responsibilities
• Develop and maintain a process for evaluating team members’ performance monthly, quarterly, annually or on an at-needed basis.
• Track performance and report monthly, quarterly, and annual KPIs and action plans.
• Drive continuous process improvement by Identifying bottlenecks, suggesting solutions, and taking ownership of implementation and team buy-in.
• Analyze data and prepare actionable reports for company leadership.
• Develops and maintains positive and professional relationships with clients, senior management, peers, and direct reports.
• Plan and lead effective team meetings and presentations for company leadership.
• Allocate time to perform general CSR duties when needed (up to 25% of the time).
• Performs other specific duties or assignments as directed by company leadership

Qualifications

• College degree preferred
• Minimum two years Contact Center and/or supervisory experience
• Excellent working knowledge of MS office, specifically excel
• Proven administrative skills
• Excellent interpersonal, problem-solving, and leadership skills
• Exceptional and professional verbal and written communication skills
• Experience mentoring, coaching and inspiring others to achieve goals
• Ability to work collaboratively with other managers and Department Director
• Experience in shared and dedicated environment
• Ability to prioritize and complete multiple tasks with minimal supervision
• Ability to think on your feet and take decisive action consistently.
• Experience with Genesys Cloud Contact Center Solution a plus
• Superior customer service industry experience is a plus

Physical Demands/Work Environment

• Ability to regularly sit and/or stand for lengthy amounts of time, bending and reaching as necessary
• Frequent use of fingers/hands to manipulate computer, telephone, and other standard office equipment
• Frequent documentation by handwriting
• Ability to regularly lift and/or move up to 10 lbs.; frequently lift and/or move up to 25 lbs. and occasionally lift and/or move up to 50 lbs.
• Must be able to accommodate working in a moderate noise level environment

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Orlando, FL 32817: Reliably commute or planning to relocate before starting work (Required)

Experience:

• management: 2 years (Preferred)

Work Location: Hybrid remote in Orlando, FL 32817