Call Center Manager

Location: Dallas, TX
Date Posted: 08-24-2018
Our client, a renowned health benefits company supplying customers with discount medical and lifestyle benefits along with insured products for their employees is growing again and in need of a Call Center Manager to support their Head Office in Dallas.

The Company:
They offer a fun, business casual environment with a strong company culture focused on employee engagement and recognition.  A competitive compensation package, comprehensive benefits plan (paid vacation, holidays, 401k with matching, company profit sharing, health/dental, life insurance) in addition to other daily/weekly perks contribute to a strong culture, being a main factor in ensuring low employee turnover.
 

Position Description:
The Call Center Operations Manager will be responsible for serving customers by planning and implementing strategies and operations, improving systems and processes and managing staff.

Call Center Operations Manager Job Duties:
  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.


Skills and Qualifications:

  • Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence

  • ​3-5 years of experience leading and managing call centers

  • ​Bachelors degree or equivalent work experience



Genius Road, LLC is proud to be an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.
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