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Call Center Manager
Ref No.: 18-00113
Location: Mahwah, New Jersey
Position Type:Direct Placement
Start Date: 06/05/2018
Pay Rate : $ 75,000.00 - 90,000.00 /Year
Customer Service Manager / Call Center
Location: Bergen County, NJ
Salary: 75-90K

~A People person
~Someone that has helped build out a call center of 50+.
~Someone that enjoys KPI's, Data and Metrics.
~Someone that understands what Good Customer Service means!

Provide managerial oversight and support my clients' NJ Call Center. Engage the team through positive reinforcement and adherence to standard operating procedures.

  • The Customer Engagement Manager is responsible for the day-to-day management of the call center, advisor service levels, quality, productivity utilization, and ensuring the team is trained. The manager should understand how to scale the center to meet forecast, growth projections, and customer onboarding.
  • Primary accountabilities include creating and maintaining a world class customer service organization, establishing a positive team environment to achieve outstanding results. Provide coaching and develop advisors, execute service improvement plans as needed, point of contact for internal and external customers, manage vendor relationships, and take an active role in all call center activities. Partner with leadership on budgeting, planning, and call center strategies.

  • Establish an operational infrastructure enabling call center operations. Ability to staff and scale the call center appropriately, manage call center staff, create and maintain an engaging work place.
  • Enjoy working with people. Interact with internal and external customers through multiple verticals (i.e. verbal, phone, email) to build relationships and resolve issues in a positive manner.
  • As required, implement new or revised organizational structure to sustain scale meeting customer needs in adherence to metrics. Develop and execute day-to-day business processes.
  • Competence deploying and maximizing appropriate tools and technologies to enhance the customer experience, maintain and improve operational efficiencies and standardization (i.e. CRM, telephony, email, chat).
  • Escalation point for supervisors and advisors. Establish positive cross-functional relationships.
  • Monitor advisor performance by "walking the floor,” providing direct support, coaching, motivation, and engagement through effective communication and rapport building.
  • Partner with VP, Operations to create call center policy, standard operating procedures (SOPs), key performance indicators (KPIs), onboarding strategies, and employee engagement approaches.
  • Drive efficiencies through effective training, SOP methodology and KPIs, while being flexible to evolving customer needs to maintain a high level of quality, productivity, and service.
  • Monitor staff phone calls and emails for coaching purposes and training needs. Partner with Quality Assurance (QA) to confirm advisor adherence to the QA score card. Utilize refresher training as required. Align customer retention with company values and standards.
  • Partner with business intelligence to develop daily, weekly, monthly, and annual forecast projections for capacity planning, utilization, and productivity. Enforce strict adherence to staffing, overflow, and on call schedules.
  • Collaborate with Customer Engagement Supervisor and management team on customer trends, issues, and needs to evolve service offerings, KPIs resourcing, and processes.
  • Administer established company policies and procedures.
  • Contributes to a positive, ethical, and respectful working environment and communicates openly with others. Models company culture both internally and externally.
  • Other duties as assigned.

Manages the following positions:
  • Customer Engagement Supervisors
  • Customer Engagement Leads

  • 5+ years' experience as a Call Center Supervisor or Manager.
  • Call Center technology knowledge (i.e. CRM, Telephony, scorecards, chat, email) with the ability to quickly learn new software.
  • Ability to create sustainable processes aligned to business requirements and customer demand.
  • Experience scaling call center operations (i.e. resourcing, processes, technology).
  • Strong analytical/problem solving skills that enable quick identification and efficient resolution of issues.
  • High degree of accuracy with all work and exceptional attention to detail.
  • Ability to multi-task and work well and quickly under pressure.
  • Flexibility to work early mornings or late evenings as required in a 24/7 operation.
  • Excellent written and verbal communication skills.
  • Strong leadership/interpersonal skills.
  • Great attention to detail, must be self-motivated, efficient, reliable, and a team player.
  • Valid passport will be required for occasional international travel.