STATEMENT OF PURPOSE: The Call Center Manager is responsible for managing and developing customer service strategies consistent with a world class, high performance contact center environment. The Call Center Manager is accountable for maintaining all contractual targets, including those relating to Service Level, Abandonment Rate, and Quality Assurance.
KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
- Adhere to the Privacy Act and HIPAA as it relates to the confidentiality of information released;
- Manages and develops all production staff and leadership personnel to higher levels of performance and job satisfaction
- Ensure compliance with, and maintain up-to-date knowledge of, all client call-handling policies and procedures
- Communicate professionally with clients on a day-to-day basis
- Collaborate with client to determine accurate forecasting of volumes, talk time, and abandonment rate
- Monitor contact center reporting systems to define and maintain departmental KPIs
- Furnish daily, weekly, and monthly reports to client and senior Chicago Lighthouse leadership
- Establish and maintain relationships with other departmental peers, proactively promoting cross-departmental support and communication;
- Oversee all aspects of the call center Quality Assurance program
- Performs all workforce management tasks required to meet all contractual KPIs and Chicago Lighthouse targets
- Creates an environment that promotes excellence through communication and fosters the development of strong work relationships
- Optimizes 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
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 call center environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.
EDUCATION AND QUALIFICATIONS:
- Bachelor’s Degree preferred or Associate’s degree from an accredited institution or over 5 years call center management experience.
- Ability to complete work in accordance with deadlines and follow up as necessary
- Attention to detail
- Advanced proficiency with MS Office applications, including Word, Excel, Outlook, and Powerpoint
- Ability to work well under pressure making sound decisions quickly in a fluid business environment.
- Demonstrated excellent interpersonal and communication skills
- Ability to prioritize and complete concurrent tasks in a fast-paced call center environment
- Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential.
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