Call Center Manager

Job Description

Job Description

Job title: Call Center Manager

Classification: Exempt

Reports to: Director of Collections

Job overview:

A Team Manager is responsible for successfully guiding daily functions of a Call Center and insuring continuous training is being provided. A Team Manager is accountable for attaining or exceeding campaign goals and maintaining a friendly, professional team environment that focuses on a high level of customer satisfaction.

Responsibilities and duties:

Essential Duties and Responsibilities: include the following.

Other duties may be assigned to meet business needs.

• Ensure compliance with all UCDS HR policies in the hiring, maintaining and termination of staff.
• Ensure that the integrity of the Non-Profit brand and UCDS is always paramount.
• Assure that daily / weekly volume requirements are met with Stores while maintaining quality and optimizing productivity.
• Review and evaluate all aspects of the operation and potential growth opportunities to ensure maximum volume while maintaining cost of goods.
• Attend meetings and keep Senior Management informed of progress and issues.
• Planning and management of change, setting and implementing with direction from senior team, strategic agenda for the call center including, expanding reach through other media (mail, text, and other social media).
• Assist Store Management and Field Collection personnel in providing excellent service and providing back up and support as needed.
• Hold and participate in periodic staff meetings for all employee groups.
• Ensure all staffing plans are within budgets.
• Manage and hold Field Operations Leader accountable to Bin & Attended Donation Station collections to ensure volume of product from these venues meets minimum expectations and customer service is at premium level.
• Manage Mail program including scheduling and cycle management.
• Ensure compliance with and maintenance of all reporting within Call Center.
• Conduct disciplinary action, reviews, termination and awards for management and staff.
• Ensure that all agents are routinely monitored, coached, redirected or retrained as necessary to maximize performance.
• Develop Maintain and Communicate call schedules for all markets assigned.
• Create and maintain healthy positive and productive call center environment using coaching, incentive activities act.
• Work together with Supervisors and review dialer reports daily to ensure all dialer functionality is optimized and that supervisors are managing the dialer and room appropriately.
• Ensure operations backup and emergency plans are implemented, adequate and maintained.

Expectations within the Position:

• Must be able to drive with a sense of urgency and thrive in a high activity multi-task environment.
• Must demonstrate an understanding of how to successfully set and obtain target goals and incentive programs that drive performance.
• Must have excellent coaching skills, action plan development skills, and have the ability to identify training needs for continuous performance improvement.
• Must be computer literate and able to comfortably maneuver with MS Windows 7, MS Office, and company’s internal software.
• Motivator – able to motivate and encourage others with a positive attitude.
• Self-starter – able to take general directives or strategies and assist in developing successful executable programs that meet or exceed objectives.
• Must enjoy working as a leader within a team environment.
• Must be able to maintain a friendly attitude towards team members, co-workers and customers.
• Specifically: Work at least two (2) evening shifts per week initially – then some part of at least 3 evenings to maintain focus monthly.
• Willing to work overtime in peak periods.
• Monitor and manage the following KPI’s, Key Performance Indicators Goals

• Leads per agent hour
• Seat capacity
• Drop Rate
• Leads to dialed – quality of data and call staff
• Leads to connects-quality of call staff
• Seconds between calls – optimizing effort
• Connects to dialed – data quality
• Leads per route produced – optimize driver and route productivity
• Volume produced per route – effectiveness of agents, drivers and demographics

Required Knowledge, Skills and Abilities:

• Motivator – able to motivate and encourage others with a positive attitude.
• Self-starter – able to take general directives or strategies and assist in developing successful executable programs that meet or exceed objectives.
• Decisive – able to process data and make sound decisions in a timely manner; and able to learn from mistakes and accept professional feedback in the process.
• Adaptable – As the saying goes, “The only constant in a call center environment is change” it is critical an attitude of confidence and comfort is present regarding change within the call center environment.
• Patient – able to display patience and professionalism within the call center.

• Ability to communicate orally and in writing.

• Ability to work within UCDS’s culture.
• Excellent mathematical and analytical skills.

Education, Experience, Training Required:

• High school diploma or equivalent; Bachelor’s degree preferred; or a combination of education and experience that yields the required knowledge, skills and abilities.
• High level of diplomacy and interpersonal skills.
• Bilingual (English & Spanish) is an asset.