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NY 914-428-0700  

Call Center/ Customer Service Manager. White Plains ,NY

JOB ID:1196
LOCATION
White Plains,NY
DATE POSTED
04/12/2013
DESCRIPTION

DESCRIPTION
The Call Center Manager provides direct management and oversight of the Call Center teams. This supervisory position designs, provides and facilitates a dynamic information system that will yield timely and standard answers to all clientele and employees regarding topics of data inquiries and client satisfaction, as well as manage the Call Center operations, workflow requirements and information systems delivery in a fast-paced environment.
Job Description:
Provide oversight and authorize various actions and decisions made by Call Center employees regarding critical issues, on a daily basis
Set and meet performance targets for speed, efficiency, and quality
Organize staffing, including shift patterns and the number of staff required to meet demand
Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
Provide status reporting on Call Center statistics and client call logging to support other staff as needed
Improve reporting of support activities
Maintain client satisfaction survey and provide management with a summary of client needs
Help design, implement, and refine effective workflow strategies for both new and existing contact center programs
Guide teams on the use of detailed metrics for performance, staffing, and workforce management
Conscientiously communicate with clients to keep them apprised of developments affecting their business
Occassional Travel Required
Requirements
Bachelors Degree
Proven successful experience in one of the following: business management, client account management or client support in a high-volume operations or call center environment, likely attained with a minimum of four (4) year’s experience in that capacity
Excellent written and verbal communications skills.
Ability to strategically create a new workflow, and adapt workflows to meeting evolving business needs of clients, while also identifying critical blind spots and solution gaps
Excellent organizational and project planning skills and ability to multitask under pressure with deadlines. Attention to detail is a must.
Professional appearance and presentation required. Must exhibit enthusiasm, integrity, reliability, and respect for diversity.
Outstanding Leadership Skills: Leads by example, exhibits high motivation, energy and creative ability. Maintains and assists with building team’s detailed knowledge of concepts, practices and procedures. Meets or exceeds defined group goals. Assists in recruiting for new employees and participates in hiring, disciplinary actions and termination.

Please submit resume to rg@concordepersonnel.com

Call Center Manager Permanent Staffing in White Plains, NY


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