Manager of Call Center Technology

The Role

As we grow rapidly, we need a Call Center Program Manager who will manage Five9 call center system and operations. The Call Center Program Manager will work with our internal Operations, Sales and Marketing, Customer Services teams, and external Partners/Vendor companies, to implement and manage Five9 Call Center system, integrations, campaign programs, operation KPI. This position will report to our VP of Technology and Engineering.

Roles and Responsibilities:

• Manage Five9 Call Center rollout and integration with CRM (Salesforce)
• Develop objectives for the Five9 call center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of call center resources
• Collect and analyze call-center KPI statistics (conversion rates, costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses for Five9 call center operation
• Hire, coach and provide training to personnel to maintain high call center service standards
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management

Basic Qualifications:

• Proven experience as call center manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• Five9 VCC Development and Administration

Preferred Skill Requirements:

• Five9 Call Center advanced programming   experience
• com experience
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification
• PMP Certification
• Software system implementation with customer support experience

Professional Skill Requirements:

• Strong management skills with a proven ability to estimate, plan and effectively execute and control projects to deliver agreed upon scope on time within budget
• Ability to facilitate complex discussions
• Strong analytical and problem-solving skills
• Exposure to and / or experience in CRM functionality in financial service industries
• Proven ability to build, manage and foster a team-oriented environment
• Proven ability to work creatively and analytically in a problem-solving environment
• Excellent communication (written and oral) and interpersonal skills
• Excellent leadership and management skills

Last updated on Aug 19, 2024