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Call Center Manager

March 05, 2013 - March 30, 2013
Location:Grand Rapids, MI
Salary Range:$35,000
Exempt/Non-Exempt:Exempt
Benefits:Full Benefit Package
Employment Type:Full Time
Department:Xtend: Call Center
Description:The Call Cener Manager will promote a positive and productive relationship with Xtend Representatives and their customers. The Call Center Manager will be accountable for the day to day operations of the Xtension Call Centers in and outbound programs including developing and maintaining service level goals and maintaining an effective and efficient operation. Additionally the Call Center Manger will oversee the development of specialist of all levels, participate in forecasting meetings and collaborate with the Manger of Communication Services to assure accurate staffing and training needs relaying consistent and accurate information to team leaders. The Call Center Manager will develop and conduct a monthly needs assessment, quality review and coaching sessions for each employee of Xtension, capacity planning, cost benefit analysis and actively develop interaction and voice response systems and interfaces.    
Duties: 

1.       Coordinate interview process with human resources

2.       Ensure appropriate staffing levels are maintained at all times.

3.       Act as primary support for agent questions regarding processing when unresolved by the level two or three specialist.

4.       Interface directly with customers regarding quality control issues

5.       Provide coaching/activity reports to Executive Management

6.       Develop specific education and training program for the call center as a whole. Including individual and group coaching meetings.

7.       Establish Agent and team and individual goals & incentives

8.       Work closely with CU *Answers staff to ensure agents have appropriate access to internal network, CU*BASE, I3 Phone Client and all appropriate security settings and controls.

9.       Provide system technical assistance to staff

10.    Delegate appropriate administrative tasks to level 2 and 3 Specialists

11.    Work closely with Communications Manger on an ongoing basis to build and strengthen strategic development related to the Xtension Call Center

12.    Submit Xtension Call Center Executive Report to Communications Manger for board reports

13.    Submit Press Release topics and information related to the Xtension Call Center to the Manager of Communication Services.

14.    Other duties as assigned

Qualifications: 
  1. Extensive Knowledge in CU*BASE Software
  2. Comprehensive understanding of CU*Answers, Xtend and other business units of CU*Answers
  3. Understand the privacy and security related to the position and the business units of Xtend and CU*Answers business units
  4. Prior sales experience; preferably in a bank or credit union environment
  5. Experience in a Call Center and communications environments both B2B and B2C
  6. Excellent written, verbal and interpersonal communication skills
  7. Excellent negotiation, problem solving and analytical skills
  8. Understanding of regulations regarding compliance and financial privacy including Telemarketing Rule and GLB.
  9. Proficient in standard office software applications (MS Office).
  10. Ability to meet departmental standards with regard to security, quality, efficiency, initiative, teamwork and overall performance.


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