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  • Call Center Manager

Call Center Manager

  • 05 Sep 2013 10:25 PM
    Message # 1382882

    JOB SUMMARY:

    Actively participate as a member of the Customer Service Management Team by planning, development and management of the Customer Service division. Promotes and fosters individual as well as team development to fulfill or exceed the financial, operational and service objectives of the Customer Service division and the corporation.

    JOB DUTIES AND RESPONSIBILITIES:                                      

    Functional level:

    • Sets goals for department by strategizing and identifying operating goals and ensure implementation and measurement of these goals.
    • With guidance from Human Resources, administers appropriate compensation allocation for the team, including developing staffing models and projections to meet corporate objectives and to stay within budgets.
    • Leads department by coaching, facilitating and managing the team
    • Manages the performance management process within the team by ensuring performance issues are addressed.
    • Motivate and maintain high morale of team members by creative and innovative means.
    • Coach staff in team development and team issues (e.g. problem solving, conflict management, leading meetings) and intervenes and arbitrates team issues as needed.
    • Maintain exceptional service and quality processing by instituting and developing training.
    • Foster an environment of self motivation, decision making and learning by acting as Team Facilitator.
    • Ensures effective department by managing extremely tight schedules and to ensure coverage.

     Team performance (financial, service, quality, service etc.)

    • Ensure effective daily Customer Service by managing work systems and ensuring they meet the team’s needs.
    • Ensure superior customer service by monitoring and measuring customer service expectations and satisfaction.
    • Strive to continually improve Customer Service performance by becoming more efficient, more cost effective, more accurate, providing better service, reducing expenses, etc.
    • Ensure quality by establishing, coordinating and monitoring quality/control reviews.

    Communication link:

    • Stay current on business needs by serving on management team, and/or corporate committees to share ideas, knowledge, and resources among teams.
    • Keep department informed on business changes and updates by communicating to team from management on all related information.
    • Support Director by acting as liaison; communicate issues (technological, operational etc.) to appropriate individuals and recommend corrective action.
    • Provide constant clarification, monitoring and reinforcement of team vision, goals and results.
    • Improve results and achieve goals by actively communicating with other team leaders and management outside of Customer Service.
    •  Support Customer Service by participating in the development of Customer Service initiatives to include operating efficiencies, quality and service levels.
    • Lead by example by promoting effective communication and interaction from Customer Service management to both Customer Service staff and other departments.
    • Other duties as assigned.

     Currently interviewing; Apply online www.dentaquest.com

    Last modified: 05 Sep 2013 10:25 PM | Jewell Parker

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