Call Center Manager

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

Full Time

SALARY

TBD

HOURS PER WEEK

TBD

DATE POSTED

Aug 30, 2019

JOB OVERVIEW

This position will provide coaching and guidance to a staff of inbound call/email & chat support agents to ensure the corporate methodology is understood and properly implemented. Perform monitoring and assessments of customer phone calls/emails & chat sessions providing feedback to Customer Service agents. Analyze and create corporate quality assurance reports noting trends and making recommendations for improvement/change. Recommend, coordinate and conduct on-the-job training as requested by management. Conduct audits including monitoring agent communication.

Responsibilities:
• Meet with agents to discuss the appropriate ways to express, reinforce, and model expected customer service behavior and explore methods of providing constructive support to Customer Service Agents.
• Develop a prioritization of what behaviors and characteristics need to be improved and communicated to Upgrade to see actual infovelop a holistic approach for continuous improvement.
• Lead calibration sessions with Supervisors, Team Leaders and Subject Matter Experts. To ensure skills are developed for monitoring, evaluating, giving feedback, doing write-ups, and call coaching.
• Identify deficiencies, develop recommendations for review with management, and work with staff to implement needed Upgrade to see actual infovestigate the feasibility of suggestions received from staff and respond accordingly. Analyze and initiate corrections/enhancements to the unit’s processing systems.
• Perform concurrent monitoring/assessment of customer phone calls to determine the accuracy of the response, the telephone presentation skills, and the level of responsiveness provided by the Customer Service Representative towards the Upgrade to see actual infoing discretion, apply customer service measure and call coaching methodology to determine the appropriateness of an CSR’s response based on the tone and content of the inquiry (use the “customer perception” as the criteria for measurement).
• Perform quality control on written customer Upgrade to see actual infoing discretion, apply corporate measures to assess and document the accuracy of the grammar and the response as well as the level of responsiveness provided by the CSR toward the customer. Prepare analysis and the documentation of supporting behaviors for the CSR to model. Accountable to unit management for the continuous improvement of CSR performance as based on the corporate customer service measures
• Provide on-the-spot coaching/feedback to the monitored CSR. Create a positive and supportive environment while addressing strengths and areas for improvement. Work to motivate and develop morale by providing constructive, reinforcing and/or redirecting support and technical guidance in an overall quest to improve the satisfaction level of both the Representative and the customer/caller. Identify training needs for management and provide support with on-the-job training as needed.
• Assess the material and training provided to the CSRs to ensure they have the resources necessary to efficiently and accurately handle customer Upgrade to see actual infote any deficiencies and work with management and/or training staff to ensure any deficiencies are addressed.
• Identify exceptional Agent performance through statistical analysis of presentation and accuracy objectives. Recommend employees recognition perks to management. Work with Supervisors, TL’s, SME’s and management to ensure the Agent’s performance is reflected in the evaluation and in the corporate performance appraisal. Work with management to resolve any performance Upgrade to see actual infoplete various statistical reports and perform special projects as assigned.
• Complete various statistical reports, perform special projects and perform other duties as requested by Management.

Qualifications
• Certified Training Practitioner, Certified Technical Trainer and/or Adult Education/Staff Training Certification is a strong asset.
• At least 5 years of management/supervisory experience in a call centre or operational environment
• At least 5 years of experience in managing a high-performing Customer Experience program
• Advance knowledge of Microsoft Excel/Visio/PowerPoint/Word
• Experience working with Confluence/Jira (Preferred)
• Must be fluent in English Written/Oral

Assets
• Bilingual French and/or Spanish
• Knowledge of automobiles and/or mechanics

Must be flexible to work a rotational shift schedule including Evenings and Saturdays
Upgrade to see actual info is committed to creating a diverse environment and is proud to be an equal opportunity employer. While we sincerely appreciate all applications, only those candidates selected for an interview will be Upgrade to see actual infocation:
• Bachelor's/Master’s Degree (Preferred)

Job Types: Full-time

ABOUT THE EMPLOYER

Contact Person: Martin Walsh

Member since: March 12, 2014

Total Job Posts: 0

SHARE THIS POST
facebook linkedin