Call Center Manager
Vacancy expired!
POSITION PROFILEManages a team of 12 60 direct report employees responsible for meeting and exceeding customer service expectations. Oversees the duties of a Call Center Operations team, which is responsible for processing service requests, inbound supply orders and other transactional activities. Holds direct reports accountable for achieving quality, productivity and performance targets. Areas of responsibility should result in timely, efficient and open communication with employees.JOB DUTIES AND RESPONSIBILITIES
Reviews and analyzes productivity reports to determine departmental strategies
Ensures that all standardized processes are followed by all employees
Participates in meetings, roundtable discussions and conference calls to determine best practices
Functions as a liaison with other departments
Achieves business plan objectives through use of available resources
Establishes and communicates goals and performance expectations to CCO employees.
Ensures optimum staffing levels by recruiting, hiring, training, motivating and managing the performance and daily activities of the team
Work with other CCO managers to establish schedules to ensure adequate coverage of phones and other activities
Provides communication of inter and intra-departmental information through meetings, memos, reports and presentations
Resolves internal and external customer issues as necessary
Develops and facilitates presentations to various departments within Ricoh to communicate updates/changes, such as system changes
Facilitates meetings to update department process changes and recognizes employees' efforts and tenure
Communicates company goals and enforces company policy
Develops and implements improved processes leading to higher quality for customers
Utilizes any tools and or processes implemented by the organization to assure adherence to quality standards.
Conducts surveys of internal and external customers to measure the effectiveness of departmental activities
Works closely with the process team to develop and maintain processes and procedures that establish common goals and ensure customer objectives are met
Assists with growth strategies to support and meet Ricoh's financial objectives such as budget, overtime and headcount
Holds direct reports accountable for achieving performance targets including Cross-Selling and UpSelling when applicable
Prepares and delivers performance assessments for each employee, documenting both positive and constructive critical incidents, and compiling, reviewing and summarizing pertinent information, monthly, quarterly and annually
Develops and maintains productivity and quality measurement reports to measure, track and report activities using all systems available
Works with direct reports to create Individual Development Plans (IDP's). Plans should be reviewed
and updated to insure actions remain valid & on target.
Conducts discussions communicating both positive performance and opportunities for improvement
Completes all management training classes as determined by Ricoh
Performs other duties as assigned.
QUALIFICATIONS
Requires 4-year college degree or 3+ years of related customer service management experience,
or combination of 5 years of applicable experience and education.
Requires 3 years of applicable supervisory experience in a customer service environment.
Possesses leadership ability and is tactfully driven.
Requires the ability to both give and receive feedback, as well as the ability to recognize and act on
customer needs; requires a well-developed sense of tact and verbal proficiency.
Requires knowledge and skill in computer systems and software packages such as Word, Excel,
and Power Point
Requires knowledge and skill in industry specific software packages such as CMS, Oracle, NICE
and other programs
Requires knowledge and skill in office equipment such as facsimile, printer and copy machines.
Ricoh is an EEO/Affirmative Action Employer Minorities/Women/Protected Veterans/Disabled.
Vacancy expired!