Call Center Manager

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.