Advisors’ Academy, a Business Coaching and Development Company specializing in the Financial Industry, is seeking an experienced Call Center Manager to join our Marketing team. We are looking for a highly skilled Call Center Manager for a Blended Call Center that we will be launching in Fort Lauderdale during the first quarter of 2020. You will be asked to supervise daily operations as well as hire and train all new personnel for maximum efficiency and cost-effectiveness for our brand-new initiative, The Retirement Income Store. You will be solely responsible for growing and maintaining the call center that will be helping retirees locate and schedule an appointment with an income specialist in their local area for David J. Scranton, CEO of the Retirement Income Store and Sound Income Strategies, reporting directly to Michelle O’Halloran, the Chief Marketing Officer.
Most calls will be between 5 â 15 minutes long. You will also ensure that technology and software is utilized to a maximum and that staff are well-organized and productive. Our ideal call center manager must be an organized, reliable and results-driven professional. As a manager must have a practical mindset to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As the call center manager, you must also have and exhibit excellent customer service and communication skills.
We offer a competitive salary, commission and benefits to the right candidate. South Florida local candidates with at least 3-5 years of Call Center Management experience will be given priority consideration.
Job Responsibilities
- Developing objectives for the call center’s day-to-day activities
- Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management
Job Requirements
- Proven experience as call center manager or similar position
- Positive and patient attitude plus experience in customer service is required
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Higher degree in a relevant discipline will be appreciated
- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
- Financial Industry familiarity beneficial but not required
Benefits
- Health/Dental/Vision, Life Insurance, Short/Long term Disability, Paid time off, 401k
The duties and responsibilities described in the above job description are not a comprehensive list. Additional tasks may be assigned to the employee from time to time; or the scope of the position may change as necessitated by company demands and/or industry standards.
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