Senture is seeking a Call Center Manager to manage a multi-seat call center in Monticello, Kentucky.  Essential duties and responsibilities include the following. 

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  Plans, assigns, and directs work of CCR team.


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  Evaluates CCR performance, performs coaching sessions with each CCR, and gives constructive feedback in efforts to improve the CCR’s performance.


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  Monitors calls to ensure that CCRs are using appropriate script and information given is accurate and conforms to company and client-specific procedures.


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  Appraises employees’ performance on a monthly and annual basis.


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  Creates CCR training and needs development assessment.


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  Communicates client-specific procedure changes to team members as necessary.


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  Responsible for rewarding and disciplining employees.


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  Addresses complaints and resolves problems for both employees and clients.


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  Builds morale and group commitments to goals and objectives.


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  Collects information on productivity (individually and collectively) to monitor progress toward goals and objectives.


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  Develops and maintains courteous and effective working relationships with clients, vendors, and/or any other representatives of external organizations.


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  Assumes responsibility for providing timely, appropriate responses to requests/suggestions/ complaints or refers such comments to the appropriate person.


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  Prepares work schedules and maintains adequate staffing for shift. 


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  Prepares reports and provides accurate and timely information to management and clients.

Qualifications

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  Must be fluent in English (both oral and written). 


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  The knowledge, skills, and abilities typically acquired through the completion of a bachelor’s degree program and two or more years of relevant work experience in a customer service, high-volume, and multiple-function environment—or an equivalent combination of education and experience.


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  Effective communication skills (both oral and written).


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  Excellent judgment and leadership skills. 


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  Ability to foster a team-oriented environment.


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  Excellent project and time management skills and strong organizational skills.


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  Proficient working knowledge of Microsoft Word, Excel, Access, and call center-specific systems.


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  Good understanding of the call center industry, including the metrics, reporting, and reporting software.

About Senture

Senture is a full-service solutions provider with operations headquartered in London, Kentucky.  Service offerings include 24/7/365 inbound and outbound contact center support, help desk, fulfillment, order processing, and warehousing to a host of clients in the federal, state, and commercial sectors.  Senture has offices in Kentucky, Florida, Tennessee, and Virginia.  For more information visit http://www.senture.com .  EOE