Contact Center Service Manager

Contact Center Service Manager

Vacancy expired!

Participant Service Manager is responsible for leading the day-to-day success and operational strategy of the contact center teams. The Manager will understand the elements needed to drive sustained efficiency while identifying and recommending improvements that move the business ahead to improve the overall experience for our participants. They will drive results, as defined by the business owners, that improve the participant experience and the overall performance metrics. This position will assist leadership in improving the effectiveness and efficiency of tools and processes to improve customer and employee satisfaction. Additionally, the Participant Service Manager is responsible for coaching, developing, mentoring, and motivating the Call Center Supervisors and Representatives to meet the overall objectives of the department.

Manages operations of Customer Support Services that focus on customer satisfaction and adherence to established Service Level Agreements (SLAs). Leads the team through all phases of customer services from beginning to end. Delivers and manages escalation support to management and leadership as appropriate. Ensures deliverables align with expectations and standards of the client.

Job Responsibilities

• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. Contributes information and analysis to organizational strategic plans.

• Day-to-day responsibility for leadership and motivation of employees within the contact center.

• Works collectively with the leadership staff to create and implement performance incentives that drive operational results.


• Implementing larger strategies within the operating environment that result in efficiencies, quality improvements, revenue generation, and employee satisfaction.


• Communicates performance expectations in relation to contact center objectives and closely monitors that performance for all team members.


• Ensure the direct reporting team is properly trained, supported, and motivated to achieve operational goals and objectives.


• Review team's performance and ensure Supervisors are developing improvement plans as necessary.


• Fosters an environment of open communication, approachability, and fair/consistent treatment of employees.
  Identifies technical issues that negatively impact our ability to service customers and takes the appropriate measures to communicate/correct.


• Directly handles escalations of appropriate severity or sensitivity.


• Seizes opportunities, demonstrates a willingness to make decisions; shows initiative in fulfilling commitments.


• Presents thoughts, ideas and information clearly; responds in a concise and easily understood manner.


• Performs consistently and maintains a calm demeanor under pressure or during difficult times; maintains effectiveness in ambiguous situations where responsibilities and goals are unclear.


• Work in concert with the leadership team across all locations to ensure consistency across the organization

Other Responsibilities

• Oversees functions of Customer Service Support Services to ensure all issues are properly documented and effectively resolved within Service Level Agreements.


• Responsible for budget, performance, results and daily operations of customer service staff.


• Leads efforts in setting goals and objectives for Customer Service Support Services operations. Addresses operational challenges and adapts departmental priorities as appropriate.


• Ensures Support Services are executed in compliance with processing and program guidelines published by the Customer.


• Energize and motivate employees, as well as reinforce quality and customer service standards.


• Identifies, recommends and implements process and procedural improvements to maximize efficiency and customer satisfaction.


• Proactively works effectively with other management and leadership to escalate issues as needed and communicate progress and data analysis.


• Performs support and outreach for batch processing issues and errors, edit code rejects, issue follow up and resolution as appropriate.


• Acts as a liaison between staff and other management and leadership to communicate performance, results, ideas and solutions.


• Coordinates and manages customer service initiatives and projects. Provides support for new business activities as needed.


• Overall responsibility for leading the program, department, or functional area as designated. Oversees. directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.

Minimum Qualifications

Bachelor's Degree or equivalent relevant experience.
6-8 years of customer service experience or related public relations experience. 2-5 years of management experience.

3+ years of experience in a contact center management.
Demonstrated proficiency with MS Office products and common workplace internet software and applications.

Other Job Specific Skills and Qualifications

Superb written and verbal communication skills.
Strong leadership and interpersonal skills.
Extensive customer service skills.
Powerful problem solving and organization skills.
Advanced knowledge of customer service and related business methods.
Keen attention to detail and focus on accuracy.

Ability to develop and mentor an effective customer service team.
Dedication to consistent progress towards set objectives.

Ability to build and maintain good working relationships with all customers and staff.
Ability to remain calm and courteous towards customers, staff, management and leadership in periods of stress.
Working knowledge of contact center operations and workforce management concepts/methodology

Experience with contact center, call monitoring, workforce management, and related technologies.

Demonstrated ability to achieve and maintain quality and efficiency standards in a high volume, high velocity work environment.

Experience performing reporting, performance management, and data analysis in a contact center environment.

Demonstrated ability to analyze data to identify issues and problems, gather and collate input for a variety of stakeholders and sources, and define relevant actions to address issues or take advantage of opportunities to improve performance.

Demonstrated ability to write standard operating procedures, job aids, and other instructional or procedural documentation.

Rapidly responds to emails and establishes clear communication cadences.



Attributes:

Self-starter - take initiative and proactively offer solutions to problems.
Critical thinker with the ability to solve complex problems.
Outstanding attention to detail and organizational skills.



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