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We have an immediate opening for an experienced Call Center Manager in our CallForce unit at our corporate headquarters in Stevens Point Wisconsin.  CallForce is responsible for processing cellular phone insurance claims.  This individual is responsible for coordinating the daily call center operations as well as evaluating past performance and using this information to plan for upcoming needs.

Our insurance call center has approximately 70 agents who receive inbound customer service and claims calls from clients around the country.  Our agents are responsible for identifying the nature of the customer’s call and walking them through resolving their service request or determining their coverage eligibility.  The call center manager is responsible for ensuring our agent’s understand the product and services offered by our company, that they provide accurate and friendly customer service and that productivity goals are achieved.

The successful candidate will manage all aspects of the call center 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 levels, abandon rates, data integrity, customer satisfaction, partner satisfaction, and quality monitoring results. 

Additional duties include

♦        Directly supervise 8 Assistant Managers – assign and monitor their workloads

♦        Identify and organize staff training needs

♦        Build and manage department budget

♦        Report to division director department metrics including call volume forecasting and staffing, client

          service commitments, budget, forecasted hours versus actual hours, payroll, etc.

♦        Create staffing models and ensure the center is adequately staffed

♦        Provide motivation to a diverse workforce

♦        Work with supervisory staff in employment process for their team including hiring, mentoring, retention, terminations,        

          performance appraisals, promotion, discipline and job design 

♦        Address employee problems or concerns

♦        Provide continuous department improvement

Requirements include a bachelor’s degree or the equivalent in experience with a minimum of 8 years of related management experience in the service or telecommunications/call center industry.  The position also requires proficiency with Microsoft Office Excel and Word, strong verbal and written communication skills, strong analytical problem solving skills and demonstrated ability to manage multiple tasks and priorities in a high-stress environment.  Candidates need the ability to drive change and manage long-term projects and be able to work autonomously.  Working Spanish knowledge is a plus.