Call Center Manager

Position: Call Center Manager

Company: The Johnson Group Inc

Location: Elk Grove, CA

Why The Johnson Group?

The Johnson Group, Sacramento’s fastest growing recruiting company. The Johnson Group, was founded in 2006, and is a national Corporate Recruiting Firm servicing that nation’s top clients. The Johnson Group was recognized by the Sacramento Business Journal as the 7th Fastest Growing Company, and recently featured in Comstock Magazine. Our Founder debuted on ABC’s hit show “Shark Tank.”

Why you will love working at The Johnson Group?

People. Simply put we have an amazing team of great people at The Johnson Group. We actively develop, promote, and encourage one another to be our best. We are experiencing exponential growth which provides opportunity for expeditious advancement. You will work in a fast paced and competitive work environment. At The Johnson Group we have a supportive working environment that allows you to manage your production. It’s a great place to work and advance.

Responsibilities as an Call Center Manager?

• Hire, train and coach new Call Center Representatives.

• Drive production of Call Center Representations to exceed goals.

• Demonstrate leadership within the department that ensures consistent production.

• Knowledge in performance evaluation and customer service calls metrics.

• Accountable for tracking, coaching, and developing staff for success

• Ensure processes are documented and business objectives are met.

• Act as key subject matter with operations service delivery.

• Manage the daily operations of the Call Center.

• Communicate job expectations and enforce policies and procedures.

• Accomplish organizational success by adding value to the department accomplishments.

• Provide coaching and assistance to call center representatives on an ongoing basis.

• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

• Ensure that all employees follow the company’s best practices for call center management and operations.

• Develop presentations, programs, and talks to motivate and educate call center representatives.

• Communicate company goals to associates so every employee understands his or her role.

• Assist in special projects and other duties as assigned.

Compensation and Perks?

The Johnson Group offers a base salary of $40,000 – $50,000. The Johnson Group also provides Performance Based incentives including:

Activity Bonuses

Quarterly Bonuses

All expense paid trips

When you include all of the performance based bonuses (excluding trips) top performing Call Center Managers can make $60,000 – $80,000+ per year.

Minimum Qualifications:

• Bachelor’s Degree preferred.

• 3-5+ years of management level experience.

• 3-5+ years of experience in Call Center Management skills.

• 2 -3 years’ experience in Workforce Management preferred.

• Commitment to excellence – quality driven.

• Exceptional verbal and written communication skills.

• Strong knowledge of team building and conduct monthly employee meetings.

• Experience with CRM and call center software

• Advanced Computer skills: Windows, Office 365, Microsoft Office

• Track record of success

• Strong analytical skills

• Entrepreneurial spirit highly valued

• Dedicated to reaching goals and a strong work ethic

Job Type: Full-time

Experience:

• Call Center: 3 years (Preferred)
• Call Center Management: 1 year (Preferred)

Education:

• Bachelor’s (Preferred)

Location:

• Elk Grove, CA (Required)

Work authorization:

• United States (Required)

Additional Compensation:

• Commission
• Bonuses

Work Location:

• One location