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Default Call Center Manager

Company: Wheeler Staffing Partners
Location: Meriden
Posted on: June 23, 2022

Job Description:

Wheeler Staffing Partners is seeking a Default Call Center Manager in Meriden, CT. The Default Call Center Manager is responsible for leadership and oversight of the Call Center operations including inbound calls and all correspondence. This position works to achieve maximum results within the call center and meet/exceed goals. This is an ONSITE position! Contact Channing Earles (cearles@wheelersp.com) to learn more about this great opportunity! Default Call Center Center Manager Responsibilities:

  • Oversees and leads the daily operations of the Call Center including IVR, manual call initiatives (ACD) and Internet activity over the Web; analyzes staffing needs for inbound coverage of phone and email volumes and proactively makes adjustments to meet the fluctuations in call demands as necessary.
  • Coaches and develops staff to ensure the highest degree of customer service to maximize quality service and customer retention.
  • Fosters, promotes and contributes to a positive team environment.
  • Manages the telephone quality audit and monitoring process. Works closely with the Customer Assurance specialist ensuring written and verbal performance feedback to all representatives.
  • Makes recommendations for areas of operational improvement to improve customer experience and increase efficiency in the call center.
  • Determines performance objectives/metrics and defines tools to measure progress and ensure consistent achievement of business objectives.
  • Compiles and monitors daily/weekly/monthly operational statistics and reports.
  • Analyzes trends, variances and problem situations.
  • Provides accurate reporting on results, including production statistics, actual result to goal and forecasting projections.
  • Handles all customer issues and complaints received from regulatory and state agencies.
  • Miscellaneous duties as assigned.Default Call Center Manager Requirements:
    • Bachelors degree or equivalent work experience required
    • 5-7 years managerial experience in a high-volume call center; strong knowledge of general Call Center Operations
    • Mortgage banking/loan servicing experience preferred
    • Excellent verbal and written communication skills with strong interpersonal skills
    • Strong leadership skills
    • Must be flexible, organized and have the ability to manage multiple priorities and meet strict deadlines
    • Excellent analytical skills
    • Possess strong problem-solving skills
    • Ability to work effectively in a demanding, team-oriented, and fast-paced environment
    • Working experience with call center technology such as IVR and ACD systems, etc.
    • Experience working with Microsoft Windows applications
    • Ability to work assigned/flexible hours necessary to complete the job on a weekly basisWSP specializes in filling your company's contract, contract-to-hire, direct hire, contingency, and executive positions with professional candidates. From our Executive Retained Search Teams, Direct Hire and Contract Staffing Professionals, and RPO Service offerings we create models to deliver a world-class service, with a sense of urgency and professionalism. Our connections and our candidates combined with a staff backed by over 20 years of experience, ensure that our clients are seeing the right candidates for their career openings.WSP is committed to creating a diverse environment and is proud to be an equal opportunity employer.

Keywords: Wheeler Staffing Partners, Meriden , Default Call Center Manager, Executive , Meriden, Connecticut

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