Manager, Contact Center Operations-Customer Experience

Job Summary:

The Contact Center Operations Manager is responsible for delivering high standards of quality service to Estes' customers. Daily accountability includes productivity to metrics, tracking and reporting to management; hiring talent; motivating, coaching, balancing resources, and minimizing employee turnover. The Contact Center Operations Manager is a leadership role model and must identify and solve problems, make informed decisions, design and implement continuous improvements, and manage the department in order to achieve maximum results in alignment with department and Company strategies.

• Responsible for respective department’s overall telephone and chat performance and for motivating team to exceed department goals and objectives
• Partner with Admin and Training team to ensure ongoing individual coaching sessions, group meetings, training and development in areas of quality service, needs identification, telephone etiquette and product knowledge
• Responsible for the success and management of Residential Team, Social Media Team, Rate Quote Team, and Spanish support
• Responsible for hiring, training and terminations when appropriate; assuring they are processed according to proper guidelines. Monitors performance, addresses complaints and resolves problems.
• Implement, monitor and assess resource plans to adjust work hours as appropriate based on historical forecasting data
• Work closely with Business Analyst to implement staffing plans, monitor and assess action plans to improve internal and external service delivery.
• Review and update productivity tools to monitor real time and long-term performance and identify areas of improvement. Provide regular feedback to Director regarding operational performance. Escalate issues appropriately and in real-time
• Conduct ongoing quality audits as directed by the Quality team and review reports to identify areas for improvement and to ensure best practices are followed
• Analyze and summarize call, chat trends and patterns. Determine what customers are contacting the Contact Center and for what reasons and look for opportunities for self-service.
• Work with Director of Department to establish and calibrate metric goals; improve or modify as needed
• Analyze, recommend, implement, and maintain improvements to telephony and work processes to achieve a consistent, high level, customer experience
• Collaborate with business leaders and key stakeholders on matching technology to the changing demands of the business
• Regular attendance is required.
• This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.

Qualifications:

• Bachelor’s degree or any combination of education and experience, which would provide an equivalent background
• 3 or more years of hands-on Contact Center supervisory experience required; 5 or more years of leadership experience highly preferred
• Knowledge of contact center management applications and industry standards/requirements required, e.g., automatic call distribution technology, workforce management software, service quality assurance programs, Sales CRM, and industry best practices
• Advanced understanding of telephone technology and scripting with the ability to create solutions required
• Exceptional communication skills (verbal, written and listening) required
• Proficient in with Microsoft Office software including Outlook MS Office and Internet Explorer required
• Experience with managing a remote or home-based team preferred
• Must be able motivate and inspire a group of employees to build a cohesive team and achieve performance goals
• Proficiency in Microsoft Office with ability to develop presentations and reports required
• Excellent mathematical and Excel skills with the ability to interpret and analyze data to effectively staff during each increment of the day while considering all variables
• Highly motivated, self-starter with outstanding organizational and time management skills
• Demonstrated ability to rapidly gain product knowledge and effectively communicate to all employees
• Knowledge of AS400 operating system a plus
• Takes a proactive role in bringing about change, applying new ways to develop the Call Center through improved management of people and processes
• Must be able to lift approximately 20 lbs., or more if required by the essential functions of the job
• Must be able to comply with all company polici