Control-Link Call Center Manager

The Musco Operational Sales and Services Team is currently seeking a Control-Link Call Center Manager to work from our Oskaloosa office. This position will focus on managing a 24/7 Call Center (Control-Link) for both 2nd and 3rd shift staff and act as liaison between call center (Control-Link) management and call center operators and provide support system for customers and focus on staffing, training and, and monitoring the production of the call center team. If you are solutions-focused, detail-oriented, and a strong communicator, we look forward to hearing from you. More details about the role are below.

What you will do as a Control-Link Call Center Manager:

• Supervise and coordinate activities of operators who field inbound telephone calls for lighting schedules.
• Be a resource for the call center (Control-Link) Team when they need to escalate a call.
• Establish or adjust work procedures to meet schedules.
• Recommend measures to improve methods and procedures for monitoring work activities, such as call report content, progress reports, call volume, etc. in order to communicate department status and needs to management.
• Hire, train, and develop Team ensuring that they are technically qualified to meet the needs of our customers.
• Evaluate Team performance and recommend or initiate promotions, transfers and performance improvements.
• Manages productivity based on call center metrics to ensure calls are being handled in an efficient and productive manner.
• Monitor random calls to ensure quality standards and improve quality, minimize errors and track operative performance.
• Other duties as assigned.

What you need to be successful:

• College Degree preferred, minimum High School Degree with some post high school education.
• At least 5 years of experience in a call center environment to include a minimum of 3 years of experience in a supervisory role managing direct reports.
• Adept in activities of the team members supervised
• Strong coaching and team-building skills.
• Technical aptitude related to telecommunications and/or electronics.
• First-rate customer service skills incorporating a proactive approach toward Control-Link customers.
• Analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Working knowledge of Musco products and services a plus.
• Ability to manage multiple priorities, demonstrated flexibility and ability to adapt and implement change in a timely and effective manner.
• Strong working knowledge of Microsoft word and excel.

Other Special Requirements:

• This position requires working 2nd/3rd shift (between 3:00 p.m. – 12:00 a.m.) and “on call” 2nd tier support during early morning and weekend hours for Control-Link Operators.

Who is Musco?

Musco is the global leader in sports and large area lighting solutions. We believe work should be fun – at Musco, you are part of world-class projects ranging from the London Stadium to the New Orleans Saints Mercedes-Benz Superdome to Iowa State University’s Hilton