Responsible for managing MDS Call Center in Holmdel, New Jersey. Hire, train, and provide direct supervision and guidance to Customer Service Representatives (CSRs). Monitor calls to ensure contract requirements are met and excellent customer service is provided to all callers. Set, manage, and adjust team schedule as needed. Provide coaching to ensure proper performance, and issue discipline as needed per company guidelines.
MUST HAVE AT LEAST 2 YEARS OF MANANGERIAL CALL CENTER EXPERIENCE - Develop and implement operational procedures to improve call center day-to-day operations and ensure the staff's operational efficiency and ability to deliver a superior client experience.
- Provide direction to Customer Service Representatives.
- Monitor call center performance to ensure service level requirements are met.
- Resolve escalated customer issues.
- Document resolutions for future reference.
- Determine the daily staffing requirements and assigns resources required to meet workload demand.
- Monitor employee development and performance.
- Identify training and coaching needs.
- Perform the duties of a Customer Service Representative as required.
- Provide on-the-job training to new department staff members.
- Provide computer orientation to new company staff.
- Review, adjust and approve call center employee timecards.
- Review and approve or deny time off requests for call center employees.
Working conditions for an office environment but may include working from home and managing a team that works from home. Manage a team of 25 to 30 Customer Service Representatives and requires work using a telephone and computer.
Requirements: - Must possess strong managerial skills including effective motivational and coaching techniques.
- Excellent reading and writing skills. Technical writing experience a plus.
- Two years of Call Center Management experience preferred.