Contact Center Manager

Description

Job Summary: The Contact Center Manager is responsible for supporting, coaching, developing, and supervising employees in the billing operations call center. The Contact Center Manager is committed to continuing personal and professional employee development through mentorship, job training, and any applicable management courses required. The manager will use various tools, generate reports, and demonstrate leadership through acknowledging a variety of techniques and coaching styles.

Principle Responsibilities: 

• Provide effective supervision of a diverse team, while maintaining open lines of communication and being an advocate for all direct reports.
• Responsible for day-to-day functional supervision, including recruiting/hiring, work assignment, attendance monitoring, training and development, and performance management, in accordance with the organization’s policies and applicable legal requirements.
• Coach team members on their performance regularly, ensuring that team/agent metrics are achieved.
• Consistently monitor team to proactively identify potential problems and ensure that appropriate parties are engaged through to resolution.
• Develop relationships within the supporting business units and assist in issue resolution. 
• Promote and engage in company recognition programs, understanding the direct correlation between recognition and retention. 
• Generate operational reports for senior & executive management for analysis.
• Analyze trends and assist in creating action plans that achieve desired results.
• May handle escalated calls including customer complaints that require higher-level intervention and other calls that may fall outside of the normal course of business. 
• Demonstrate teamwork by supporting and assisting other Supervisors as necessary.

Requirements

Knowledge, Skills, and Abilities:  

• Play active role in department and/or organization development and staff development.  
• Invest time, interest, and effort in team development activities; hold regular supervision meetings with team members; provide feedback and coaching; and ensure team member individual development goals are in place and reviewed periodically throughout the fiscal year. Lead by example and appropriately direct, coach, support, and delegate to team members.
• Excellent organizational and time management skills, with strong attention to detail.
• Excellent verbal and written communication skills, including active listening. 
• Excellent customer service skills; service-oriented and able to resolve customer grievances. 
• Strong interpersonal skills with a proven ability to collaborate and work cross-functionally across various teams.
• Demonstrated critical thinking and problem-solving skills.
• Proficient in Microsoft Office Suite or related software.
• Basic understanding of clerical procedures and systems such as recordkeeping and filing.

Work Experience:  

• 3 years of customer service experience required, preferably in a contact center environment. 
• Supervisory and/or leadership experience required. 

 Training and Education:  

• Bachelor’s degree Business Administration or a related field preferred; Associate’s degree or equivalent combination of education and experience required.  
• Knowledge of customer service procedures and principles.
• Complete all required training as assigned.

Working Environment and Requirements to Perform Job Responsibilities

• Ability to work full-time (average of 40 hours per week) in accordance with the ongoing needs of the department; this includes evening shifts through scheduled closing time, as well as occasional calls outside of regular business hours as needed. 
• Ability to work in a shared office, private office, and/or cubicle in accordance with job duties and responsibilities. 
• Ability to be on location and/or assigned confidential location(s) for client services for all work hours.  
• Ability to travel occasionally to off-site client locations, as required. 
• Effective with shifting roles, responsibilities, and expectations in a changing work environment.  
• Demonstrated critical thinking and problem-solving skills.  
• Ability to see computer screen, read, and complete forms
• Ability to lift up to 10 pounds with the ability to push, pull, bend, reach, and sit.
• Ability to sit for prolonged periods of time/work at a desk. 
• Ability to answer the phone in a busy environment – hear callers and be responsive.  
• Ability to work in a high intensity/fast paced work environment and be able to multi-task and prioritize.