Team Manager, Call Center

POSITION SUMMARY:

Call Center Managers are critical in executing data-collection projects via telephone interviews by overseeing a call center of approximately 125 stations. Managers are responsible for the overall success of the Call Center including resource utilization, exceeding quality standards and attaining margin goals.

*ALL APPLICANTS MUST RESIDE AND PERFORM THIS JOB WITHIN THE LOGAN, UT OFFICE*

• ​Ability to work in our office at 80 West Golf Course Rd, Suite B, Logan, UT  84321 between the hours of 9am – 9pm MST
• $40k/Salary

ESSENTIAL DUTIES AND RESPONSIBILITIES

These include the following. Other duties may be assigned at the discretion of management in the context of the role:

1. Production Management:

• Anticipate and interpret clients’ needs to identify solution and effectively communicates to team members the strategies needed to be done to hit goals.
• Conduct Supervisor briefing meetings at the start and close of business.
• Continuously walk the floor to ensure smooth running operations. Address issues as they arise.
• Prepare shift plans as required by booked projects.
• Monitor production reports throughout the day to ensure productivity is meeting or exceeding standards. Address any production concerns immediately.
• Run reports and document shift notes after dialing has been completed.
• Prepare and execute contingency plans when a project doesn’t start, sample runs out, a project fix is required, or during any other unexpected downtime.
• Ensure Call Center Quality Control Supervisor and Cebu monitoring staff are consistently and accurately monitoring Phone Agent quality (minimum of once per shift) striving to exceed standards. Ensure Agents not meeting quality requirements are appropriately and consistently performance managed.
• Provides technical guidelines to all team members and is responsible for reviewing and monitoring results.
• Train professional staff to make sure that key performance indicators are met.

2. People Management:

• Manages a team composed of Senior Team Leaders, Team Leaders, and Telephone Interviewers and is responsible for performance and results.
• Understands the relationships that exist between all but not limited to relevant groups within the company such as Senior Managers, Project Leads, Training and Quality, Project Managers, Account Managers, Finance, and Human Resources.
• Spends all or large proportion of time managing the team, rather than doing more involved aspects of work done by team members.
• Establishes and maintains ongoing relationships with internal and external stakeholders. Effectively communicates concepts
• and ideas to audiences to make sure that the message is well taken and understood.
• Persuade others to adopt a point of view for ideas/initiatives.
• Recruitment: Responsible for maintaining appropriately staffed call center based on workload demands. Source, screen and
• interview candidates.
• Onboarding: Work with HR/Payroll to hire and onboard selected candidates including distribution and collection of appropriate new hire paperwork adhering to HR’s outlined process, manage orientation and new hire training processes, input data as required into systems.
• Forecasts resource needs and is involve in making sure that attrition is balanced and controlled.
• Ensure Agent transitions are executed expeditiously, and breaks are well-planned, and their time accurately reported.
• Motivate: Call center and company strategy and direction regularly communicated to employees, so they can help drive success. Ensure that performance measures and corresponding compensation incentives are communicated to all in an easy to-understand manner to help drive performance. Develop production games and incentives to increase production and employee engagement.
• Performance Management: Provide employees with timely, fair and measured performance assessments and feedback to foster growth. Reward and recognize performance as appropriate. Appropriately and consistently address performance concerns using progressive discipline. Partner with Human Resources as needed. Makes decisions that are guided by policies, procedures and business plan.
• Rewards C Recognition and Engagement Activities: Lead and join company and core team-initiated activities such as but not limited to the following: GIVE events, sportsfest, leadership summit, monthly/quarterly/yearly rewards and recognition program and other company events.
• Adherence to policies, procedures and regulations: Ensure call center and employees are following policies, procedures and regulations as outlined by Human Resources. Escalate any legal concerns to the HR/Legal departments and partner w