What are the responsibilities and job description for the Contact Center Manager position at BSD Enterprises, Inc.?
Job Details
Job Location: BlindSight Delaware Enterprises, Inc. - Wilmington, DE
Position Type: Full Time
Education Level: 4 Year Degree
Salary Range: $60000.00 - $65000.00 Salary/year
Travel Percentage: Negligible
Job Shift: Day
Job Category: Management
Job Description
STATEMENT OF PURPOSE: The Contact Center Manager is responsible for managing and developing customer service strategies consistent with a world class, high performance contact center environment centered on the client experience that contributes to the customer satisfaction and retention, exceptional quality and value, and financial health of the organization while also maintaining the strategic initiatives of BlindSight Delaware Enterprises, Inc. The Contact Center Manager is also responsible for monitoring consistency of operational key performance indicator (KPI) goals and for generating reliable call volume forecasts and cost-effective staffing models. The Contact Center Manager assists with managing call center operations, and implements and reviews policies and procedures. This position works closely with BlindSight Delaware Enterprises, Inc. Leadership.
KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
- Adhere to the Privacy Act and HIPAA as it relates to the confidentiality of information released.
- Maintain up-to-date knowledge of contact center policies and procedures as they apply.
- Manage client relations on a day-to-day basis especially with key contact center staff.
- Creates and submits client related and billing reports.
- Work in conjunction with client personnel for accurate forecasting of volumes, talk time, abandon rate, and service levels.
- Monitor operations performance measurements and reporting systems and define department service level goals based on customer requirements (KPI’s).
- Ensures that all account and customer related information is processed in a manner that meets or exceeds the performance standards as outlined by the client and BlindSight Delaware Enterprises, Inc.
- Must submit weekly and monthly KPI reports to senior management of BlindSight Delaware Enterprises, Inc. utilizing the existing template.
- Establish and maintain relationships with other departmental peers, proactively promoting cross-departmental support and communication.
- Responsible for managing the monitoring of random calls to improve quality, minimize errors and track representative operative performance.
- Oversees forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
- Communicates with supervisory staff to ensure adequate staffing levels are adhered to on a daily basis.
- Works to create an environment within the contact center that promotes excellence through communications with external and internal customers and fosters the development of strong work relations.
- Optimize use of phone systems and other technologies to improve productivity and efficiency.
- Continually assess training needs through auditing and monitoring.
- Performs other duties as assigned by BSDE Executive Director and/or Client.
CORE COMPETENCIES
Customer Focus - strives to create the most value for the customer that results in mutual long-term success. Demonstrates dedication to meet or exceed the expectations and requirements of customers.
Managing Vision & Purpose - leads effectively by translating the organization’s vision, mission and strategic objectives into challenging but attainable goals.
Managing Team Members – fosters the development of a common vision for performance; provides clear direction and priorities; clarifies roles and responsibilities.
Developing Team Members - demonstrates a commitment to helping others build knowledge and key skills that support achieving goals and build the overall capability of the organization to be successful.
Team Work - builds constructive and effective relationships with colleagues at all levels. Advises and collaborates with others to develop a stronger team and enhance team spirit. Sees teams as a vehicle for achieving organizational objectives.
Integrity & Trust - acts in accordance with the highest standards of ethical conduct and behavior.
Problem Solving - employs analytic abilities and other tools to creatively resolve problems in a variety of contexts.
Safety - demonstrates a commitment to the overall safety of the workplace environment and to promoting a safety culture.
Work Environment - this position operates in a professional and high paced contact center environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.
QUALIFICATIONS:
- Bachelor's degree preferred or over 2 years of contact center management experience.
- Ability to effectively work within established contractual turnaround times.
- Detail oriented, as well as ability to manage multiple tasks with follow-up skills.
- Advanced proficiency with MS Office applications.
- Ability to work well under pressure making sound decisions quickly in a fluid, fast business environment.
- Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks.
- Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential.
BlindSight Delaware Enterprises, Inc. for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. BlindSight Delaware Enterprises, Inc. for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.
Salary : $60,000 - $65,000