Call Center Manager

Vergennes, Vermont
Customer Service & Call Center (Office and Administrative Support Occupations)
Job Type
US$ 65,000 - US$ 75,000 per year, $65k - 75k per year + none
Ref. Number
Jana Venable, Spherion
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Job Description

Our client has a work hard/play hard approach. They are offering a casual environment with a flexible schedule, excellent benefits, and fast growth. The ideal candidate will work well under high expectations and have experience in a call center implementing and working with call center data analysis. This is an analytical yet people friendly position and requires someone to have strong leadership skills.

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- Develop and coordinate team to monitor intraday performance of call volume and staffing levels across the various contact center interactions.
- Create and develop business continuation programs, oversee technology and system error challenges.
- Manage and oversee routing schemes, align resources to maximize service level and coverage
- Directs the daily activities and provides coaching and development to WFM team members.
- Responsible for call center reporting and making recommendations to management on real-time staffing needs; analyze support metrics and identify trends.
- Analyze trends and make recommendations in relation to call volume, shrinkage, attendance, and attrition.
- Responsible for managing the end to end development of a process improvement program for contact center projects and initiatives.
- Oversee, educate and manage the overall process improvement projects that will be identified by the contact center teams.
- Implement and create training and development policies and programs such as technical training, management training, sales training, train-the-trainer programs, developing e-learning management programs
- Work with Training Department to support call center assessments of training needs using the assessment of skill gaps or training needs, create training content and coordinate, schedule and/or deliver training material, develop metrics

Working hours: Monday-Friday 8am-5pm flex time

- Bachelor's Degree or equivalent combination of experience and education
- 3 years' experience as Call Center Manager
- Problem Solving, Time Management
- MS Office, Strong Excel and spreadsheet experience
- Experience working in call center with start up initiatives preferred but not required
- Experience developing training material preferred but not required
- Experience in process improvement with formal Lean/Six Sigma a plus

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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