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Job Details

Call Center Manager

Company name
Devon & Devon

Location
Kent, WA
3 hit(s)  

Profile

Call Center Manager

Kent, WA

Direct Hire

Pay: $80-100 K/annually

To apply for this position, submit resumes to Jennifer.Prince@elwoodprofessional.com

COMPANY PROFILE:

Delivers technology that assist in the creation and prevention of accidental deaths.

WHAT THIS COMPANY OFFERS YOU:

Medical, Dental and Vision Insurance.

Paid Vacation

Paid Holidays

Matching 401K

Competitive Pay

THE ROLE YOU WILL PLAY: Call Center Manager

Manage the center to achieve quantitative and qualitative business objectives

Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

Provides input and feedback on customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Oversees equipment maintenance provided by internal or external desktop support staff; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks;

bench marking

state-of-the-art practices; participating in professional societies.

COMMUNITY: Kent, WA

Kent's population is 126,952 people.

The unemployment rate in Kent is 5.00 percent (U.S. avg. is 5.20%). Recent job growth is Positive. Kent jobs have Increased by 1.69 percent.

Pros: Attractive setting, arts and culture, nearby recreation

BACKGROUND PROFILE: Call Center Manager

Outline the core responsibilities of the position. Make sure your list of responsibilities is detailed but concise. Also emphasize 7+ years’ management experience in Call Center sales and service environment.

Strong skills in managing Call Center software, analyzing data and utilizing that data to optimize results as well as staffing and operational efficiency.

Experience in establishing and managing to performance metrics.

Proficient in Microsoft Office: Word, Outlook, Excel.

Strong people management and development skills.

Ability to mentor, coach and motivate others.

Bachelor’s Degree in Business or a related field or 10+ years in management.

To apply for this position, submit resumes to Jennifer.Prince@elwoodprofessional.com

Company Profile

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