The Tom Sawyer Company (TSC) is looking to hire a top quality Operations Call Center Manager. TSC The Tom Sawyer Company operates a 100 seat inbound/outbound Communications Call Center based in the Southeast United States. TSC’s highly skilled and quality trained customer service representatives make and take hundreds of thousands of customer contacts 24/7/365 with an above 95% answer rate.
The ideal Candidate requirements and scope of work:
POSITION SCOPE: Responsible for working with the President and General Manager and/or other senior management team members to achieve the organization’s objectives, mission and strategies. Responsible for all aspects of day to day incoming call center operations, implementing and reviewing call center policies and procedures, and developing and monitoring quotas for service volume and timeliness.
The Call Center Operations Manager will lead efforts to achieve successful customer service strategies to respond to customer needs and company demands in a competitive marketplace. Position also ensures that all call center performance goals are met/exceeded while providing exceptional quality customer service in a fast paced environment with multiple priorities.
REPORTING RELATIONSHIP: Reports to Director of Operations
MAJOR RESPONSIBILITIES:
I. Call Center Management and Strategic Leadership
1. Establishes performance standards for all customer service positions to meet departmental and system goals.
2. Effectively manages and forecasts resource needs to meet departmental objectives.
3. Analyzes call volume and performance trends and developing effective action plans to address identified areas of opportunity
4. Ensures effective implementation of the company's service strategy to ensure positive customer interactions
5. Oversees the budget including establishing constraints to ensure expense goals are met
6. Leads development of short and long-term call center strategic goals including developing call analysis and projections that help to position the organization for growth
II. Supervisory and Organizational Leadership
1. Develops, trains, monitors, coaches and motivates staff
2. Manages compensation and incentive plans to motivate employees and drive necessary results while also staying within allotted budget
3. Provides and models organizational leadership and influence in ensuring optimal performance and enabling teams to succeed in the organization
4. Creates an atmosphere of professionals and mutual support among the employees in order to maintain the highest levels of organization flexibility
5. Develops and coordinates key communications for the organization regarding call center operations and status
6. Provides training and other resources for staff to ensure call center and customer services principles are maintained for the organization
7. Develops and maintains key strategic relationships and alliances in the organization and with others that will help to promote the organization’s mission and business objectives
8. Ensures that direct reports and staff have information and knowledge necessary for understanding the organization’s strategic business objectives.
9. Directs recruiting, hiring and employee development for the call center team
10. Acts as liaison between senior management team and the call center team to ensure organizational alignment and achievement of the organizational’ goals and objectives.
KEY REQUIREMENTS AND QUALIFICATIONS
Required Education: Bachelor’s Degree, Proven Experience in Call Center leadership role
Required Key Competencies:
Business and Organizational Acumen: Must demonstrate understanding of industry trends, call center reporting and analysis
Strategic Leadership and Communication: Must possess an ability to set direction and lead with vision and values; must have proven leadership in leading organizational change and communicating information across departments
Results Oriented: Must have proven record for achieving results and driving outcomes; must have demonstrated experience in producing information and reports that drive results
Valuing and Leading Differences: Must demonstrate an ability of understanding the strategic impact of effectively integrating diversity and inclusion into all aspects of an organization; must have proven leadership history in creating an environment that fosters learning, collaboration and enabling diverse teams to succeed
Team Development and Leadership: Must have proven record for creating an environment where teams and groups achieve objectives and results
Customer Service Orientation: Must proactively develop customer relationships by making efforts to listen and understand the customer and give high priority to customer satisfaction.
Required Knowledge, Skills and Experience:
§ 5 years of call center leadership/management experience
§ Ability to define problems, collect data, establish facts, and draw valid conclusions
§ Ability to communicate and motivate using strong written and verbal communication skills; good presentation skills
§ Ability to handle confidential information and utilize customer feedback
§ Internal and external reporting and influencing skills
§ Ability to work in fast-paced environment with targets and deadlines
§ Strong leadership and management experience
§ Excellent organizational and customer service skills and the ability to manage multiple and competing priorities