Contact Center Manager in Williamsport

Williamsport, Pennsylvania
Job Type
US$ 50,000 per year
Reference Number
Contact Center Manager
Ed Jenkins, Spherion
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Job Description

Call Center Operations Manager Job Responsibilities:

Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff. 

Call Center Operations Manager Job Duties:
  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; 
  • identifying and evaluating state-of-the-art technologies; 
  • defining user requirements; 
  • establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Develops call center systems by developing customer interaction and voice response systems, and voice networks; 
  • designing user interfaces; 
  • developing and executing user acceptance test plans; 
  • planning and controlling implementations.Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; 
  • preparing and completing action plans; completing system audits and analyses; 
  • managing system and process improvement and quality assurance programs; 
  • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; 
  • administering scheduling systems; 
  • communicating job expectations; 
  • planning, monitoring, appraising, and reviewing job contributions; 
  • planning and reviewing compensation actions; enforcing policies and procedures.
  • Meets call center financial objectives by estimating requirements; 
  • preparing an annual budget; 
  • scheduling expenditures; 
  • analyzing variances; 
  • initiating corrective actions.
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; 
  • attending educational workshops; 
  • reviewing professional publications; 
  • establishing personal networks; 
  • benchmarking state-of-the-art practices; 
  • participating in professional societies.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; 
  • exploring opportunities to add value to job accomplishments.


Skills and Qualifications:
High School Diploma.
Exceptional skills in the following:
  • Customer Focus. 
  • Customer Service. 
  • Verbal Communication Informing Others Process Improvement. 
  • Problem Solving. 
  • People Skills. 
  • Teamwork. 
  • People Management.
  • Managing Processes. 
  • Emphasizing Excellence.

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