Manager, Call Center

The Manager, Call Center Operations, is responsible for leading their team to be a best in class service center that maximizes outbound and inbound call activity to support all existing and newly acquired AEG locations, driving Top Line Sales while Protecting the Bottom Line and delivering customer satisfaction goals. Additional responsibilities include budgetary management, developing and meeting operational goals/KPIs, succession planning, integration of new businesses and reporting needs. This role reports to the Director of Store Operations.

• Maintains and improves call center operations by monitoring employee performance; identifying and resolving problems; preparing and completing action plans and goals det for call
• 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
• Prepares call center performance reports by collecting, analyzing, and summarizing data and from multiple
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job
• Provides input on call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and identifying and defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans
• Helps develop 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
• Effectively and passionately leads the Call Center
• Runs daily reports for all operations and tracks these processes
• Work with OD Scheduler on any adjustments that need to be made to Doctor
• Builds strong business relationships with all Store Managers and District
• Aligns all office guidelines from DMs to Call
• Monthly touch base calls with DMs (Brand specific) to assure alignment and present
• Trains & monitors all staff to ensure they are using correct scripts and verbiage during all
• Problem solving any daily Call Center
• Forecasting
• Costumer Focus, customer service, verbal communication,
• Striving for Excellence
• Interviewing
• Schedules for Call Center to make sure all hours of business are
• Timecards corrections/approvals.
• Conducts Weekly Team Meetings to ensure alignment of goals within the team and current state of the business

• College degree is preferred and/or a strong track record of achievement in Call Center environment
• Optical industry experience (Corporate) is preferred but not required
• Effectively collaborates, gains alignment and leads cross-functional teams across the organization and shares information with others via written and verbal communication
• Works well under pressure, meets deadlines, is very organized and responsive
• Operates well in ambiguity and uses sound judgement
• Strong people/communication and project management skills are required
• Ability to Travel occasionally

Benefits

• 401(k) with Match
• Medical/Dental/Life/STD/LTD
• Vision Service Plan
• Employee Vision Discount Program
• HSA/FSA
• PTO
• Paid Holidays

*Benefits applicable to full Time Employees only.

Physical Demands

This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office