Crestwood Mgmt is a provider of outsourced call center services.  We take pride in our ability to meet the increasing demands of our clients. We are a leader in business process outsourcing, call center services and debt management consulting to companies in all industries nationwide.

We have an immediate career opportunity available for a Call Center Manager in our Beachwood, Ohio location.  We are looking for an individual with excellent leadership and customer service skills who can manage the daily operations of a call center program with approximately 25-30 employees.  This is a great opportunity for an ambitious individual  who can work autonomously and thrives on a dynamic environment.  This highly visible position reports directly to the Director of the Call Center. 

The successful candidate will manage all aspects of the call center program and ensure that established goals are not only achieved, but exceeded.  We are looking for a leader who can manage and improve upon all systems and activities necessary for ongoing success.  In addition, the chosen individual will ensure that production and quality expectations are met, e.g., talk/wrap time, service level rates, abandon rates, data integrity, email, consumer satisfaction, client satisfaction, and monitoring results. 

Responsibilities include, but are not limited to, the following:

• Overseeing and maintaining all call center program operations including its staff, facilities, client satisfaction, etc.
• Managing and improving upon all call center performance, staffing ratio goals, and financial goals
• Building relationships with clients
• Working with staff to develop, mentor, and train program staff
• Performing managerial duties related to staffing, discipline, performance management, etc.   
• Creating a positive, safe, and motivating work environment

Requirements:

• Minimum of 3 years of related management experience in service or telecommunications/call center industry  
• Advanced computer skills (MS Word, Excel, and Outlook)
• Must be able to multitask in a fast-paced environment
• Must be able to work autonomously  
• Must have strong analytical and customer service skills
• Must have excellent verbal and written communication skills

Crestwood Mgmt offers a competitive salary and a comprehensive benefits package including;medical,dental,vision, life insurance, short and long term disability, 401K, paid PTO and holidays.