Purpose:

The Call Center Manager is responsible for the development, implementation, enhancement, and support of call center systems, technologies, and strategies.  The manager is responsible for the daily running and management of the call center through the effective use of resources with responsibility to meeting all established service goals and delivering exceptional customer service in accordance with PERF’s mission statement.  Furthermore, the manager is responsible for all administrative matters within the department and is charged with creating, implementing, and/or enhancing coaching techniques/plan, training, capacity planning/modeling, recognition and motivational programs.  The manager is the liaison between the call center and all other departments within PERF.  The manager is fully accountable for establishing cross-departmental relationships to ensure effective and efficient call center operations for our members.  

Duties:

• Setting and meeting performance targets (speed, efficiency, quality, etc.)
• Plan to and manage change
• Daily management of the call center
• Develop and mentor call coach, team leader, and CSRs
• Maintain up-to-date knowledge of all fund policies, procedures, rules and laws (federal and state), as well as, industry norms and best practices
• Create, implement, and/or enhance coaching program, training program, motivational and recognition programs
• Develop and implement capacity planning models
• Full administrative matters, including but not limited to, performance reviews, recruitment, terminations, performance issues
• Organize staffing to accommodate service level requirements
• Creating, implementing, and managing department budget
• Analyzing performance statistics and making decision on the basis of these statistics
• Primary contact for Executive Director, Governor, and/or legislator complaints

Job Requirements:

This position requires an individual with call center experience and the initiative to deliver cost effective results within a brief period of time.  The candidate must have superior planning and leadership skills resulting from prior call center management experience.  They will have the ability to apply all phases of supervisory and training techniques, office management skills, communication styles and analytical expertise.  Computer literacy and experience with current call center technology will be required for this role. 

• Strong presentation skills
• Strong analytical and business process development skills
• Strong communication skills
• Strong negotiation skills
• Excellent human relation skills to select, develop, identify improvement opportunities and convey understanding to staff and member
• Ability to define specific solutions within an abstract environment
• Ability to conceptualize, design, develop, and apply business models
• Ability to work in a collaborative environment
• Ability to deliver information to all levels within the organization

 Experience and Qualifications:

• Bachelors degree from an accredited university or college
• Masters degree preferable
• 10+ years of experience will be accepted in lieu of degree
• Minimum 5-7 years of call center management operations experience (preferably multi-site experience)
• Employment history that exhibits progressive responsibility and advancement
• Experience working with multiple and complex business processes
• Experience with in sourcing, outsourcing, and co-sourcing business models
• Experience working with various administrative and telephony technologies