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Call Center Manager

Phoenix, AZ

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Description: The Call Center Manager role is to lead and execute the Contact Center success strategy for the Solutions Contact Center Operation to deliver quantified results. Leads and develops a high performing team of Customer Solutions leaders and agents. The Customer Solutions Manager will drive success through leading a dynamic engagement culture and committed talent development at all levels. The Customer Solutions Manager will have demonstrated ability to lead with integrity and building trust throughout all levels of the organization. Exceptional opportunity for an experienced strategic, results oriented leader to provide vision, leadership, and management for Contact Centers. Collaborates with fundamental stakeholders to improve the customer and employee experience. Responsibilities: People LeadershipWork closely with the leadership team to refine and improve multiple areas including: recruitment, employee engagement, management coaching; performance management & development and change management. Effectively recruits and coaches leaders while ensuring ongoing skill development and career pathing opportunities occur for agents. Instills customer focus throughout contact centers and ensure agents understand the value we place on service in the customer experience. Coach, counsel and train direct and indirect reports to apply, support, and sustain a Continuous Improvement culture. Collaborate across the organization to share best practices, identify opportunities for improvement, and work together to better serve the customer and engage the workforce. Business LeadershipDrives operational excellence across the contact center solutions/service operation; for all products home/auto/life/commercial. Builds understanding and awareness of product and growth strategies and assess contact center impact and readiness to support these initiatives. Effectively and proactively manages to Contact Center KPI’s and targets Partners with key stakeholders to ensure a seamless customer experience across all channels. Create ease of doing business through solutions that put us ahead of the competition. Contributes to and supports Continuous Improvement projects based on evaluating operational and financial data and qualitative analysis based on observation and discussion; supported by cost/benefit forecasts. Able to use data to understand current and future state of the contact center operation. Works with Workforce Management, Quality Assurance, and Knowledge Content Team, Contact Center Trainers and Corporate Learning & Development to monitor trends and patterns in business and team performance to identify problem areas and take immediate corrective action and/or make suggestions for continuous improvement. Basic Qualifications: Bachelor’s Degree and 10 plus years of contact center management work experience with demonstrated increasing responsibilities. Proven background in improving customer and employee experience. Manages own time and to formulate priorities to manage several tasks at once without local or frequent direction. Must be well versed in contact center operations Preferred Qualifications: MBA or other graduate degree. Property & Casualty Insurance experience. Additional Qualifications: The candidate selected will be a creative, out-of-the-box thinker who is intellectually curious with a demonstrated interest in driving change. This person will be a self-motivated, high-energy individual who can easily function in a high demand, performance-driven environment. He/she must be accustomed to working on multiple tasks in parallel and committed to meeting deadlines, including some with short time frames. This professional must demonstrate strong leadership skills.
Updated 07/12/2018
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