Call Center Manager
75k-80k + Bonus
(Located in Philadelphia, PA and Maple Shade, NJ)
Two of our largest clientele, Tech Solutions and Legal conglomerates (Located in Maple Shade, NJ and Philadelphia, PA) seek 3+ years diversified call center intake experience (Tech or Law firm industry experience a plus). Hands on and management of high-powered intake team as well as all aspects of operations for call center. Must have ability to train and monitor KPI. Responsible for project functions, workforce management. Customer service operations for work product/services. Responsible for ensuring compliance guidelines. Develop and maintain effective internal and external quality assurance programs as well as updating service agreements to increase ROI. Responsible for recruiting and training as well as coaching and evaluating performance. Responsible for managing metrics and reporting call center results. Manage the planning and delivery of contractual agreements, requirements, manage all correspondence and ensure all outcomes are delivered in a timely, consistently with quality and proficiency. Determine strategies; need assessments, performance reviews, planning and cost benefit analysis. Accomplish organizational goals and comply with federal and state regulations. Resolve complaints, problem, and inquiry issues to customer satisfaction. Strong negotiation, communication, and interpersonal skills. Ability to problem solve and handle multiple tasks. MS Suite, strong Excel. Any call center system experience a plus. ICMI certification a plus. Spanish a plus.
Job Type: Full-time
Pay: $75,000.00 - $80,000.00 per year
Benefits:
- Dental insurance
- Health insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work setting:
Work Location: In person