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Call Center Manager

Position
Summary:
The Call Center Manager will serve our client customers by managing the daily operations of Our client's Technical support team and meeting all service metric targets. This includes planning and implementing call center strategies and tools, monitoring operations, and ensuring service quality effectiveness. The Call Center Manager will manage existing team of staff and engineers while actively improving associated IT/CRM systems and workflow processes to cost-effectively serve customers better.

Position Location: Grass Valley, CA

Duties and Responsibilities:
Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and forecasting
Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, and service levels
Responsible for "on-the-floor" activities, and must be available to assist agents (with escalations and occasional on-phones support during peak periods)
Accomplish call center human resource and team objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
Prepare call center performance reports by collecting, analyzing, and summarizing data and trends
Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Job Requirements:
5+ years of managing call center operations and team of agents
Ability to work effectively in a fast pace environment
Strong verbal communication skills
Demonstrated ability to build and mentor high performance teams
Proven ability to deliver high level of customer service
Experience with Cisco UCCX and Salesforce CRM preferred
Limited travel required
BA/BS degree


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