Call Center Manager

Earth City, MO US

Post Date: 07/16/2018 Job ID: 32016 Industry: Customer Service and Call Center Pay Rate: 19.00

Our client, a large organization located in Earth City, is seeking a Real-Time Call Center Manager  to join their busy team.   This is a full-time, temp-to-hire, opportunity that pays $19.00 per hour during the temporary period with the possibility of an increase upon permanent placement, depending upon performance and experience. The schedule for this position is typically  11: 30am-8: 00pm, Monday-Friday, with mandatory weekend hours during busy season (1st quarter of the year).  

 

JOB DUTIES: 
  • Responsible for the successful planning and execution of daily call center operations
  • Create daily, weekly and monthly base schedules and forecasts by analyzing demand
  • Creating and maintaining all Call Center schedules (shifts, in-services, training, lunch, etc.), and other all Center operations
  • Seek areas to improve production to fully utilize staff
  • Monitors call center activities to ensure timely customer service
  • Provides guidance and assistance in problem resolution
  • Develops and administers call center policies and procedures
  • Review key performance goals with employees
  • Prepare reports 
  • Lead by example with outstanding attendance, positive behavior and focus throughout each day

 

REQUIREMENTS:

  • Bachelor’s degree and/or 1 - 2 years related experience or equivalent combination of education and experience
  • Prior Call Center Supervision experience
  • Prior Workforce Management experience
  • Proficiency in Microsoft Office, especially Word and Excel
  • Strong analytical skills in call volume, employee workloads, and staffing optimization
  • The ability to identify and solve process challenges through training, analysis of performance metrics, and use of advanced optimization techniques
  • Monitoring and providing in-day results
  • Able to remain calm during stressful situations, including interpersonal conflicts between team members  
  • Strong written and verbal communication skills
  • Able to work independently and within a team with little supervision
  • Third Party / Vendor management operations experience strongly preferred 
  • The ability to pass a background check and drug screen, per clients requirement

 

 

Please apply online for immediate consideration. All qualified applicants will be contacted.

 

EOE M/F/D/V

 


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