FM Talent Source is an enterprise that provides business and workforce solutions to help organizations nationwide overcome business challenges. Our clients include federal, state and local government agencies, Fortune 500 Companies, and non-profit organizations. Founded in 2004, we have a strong history of providing recruitment strategies and utilizing effective project and quality management methodologies to ensure our clients’ success.

We're currently seeking a Senior Call Center Manager for our client in Washington, DC.

At our client growing technology, systems, and operations management firm, you will be exposed to the latest industry trends in the Gaming and IT Consulting industry and some of our clients’ most challenging problems. And through deep understanding, tenacity, collaboration, and know-how, you will help those clients find the right solution.

Summary

Customer Service Operations Managers are responsible for day-to-day activity within contact centers. Oversees multiple customer service teams handling customer inquiries via phone, email, or chat. Responsible for development of contact center staff and supervisors. Responsible for ensuring a quality customer experience from start to finish, and pro-actively seeks ways to improve internal processes and results. Monitor operations to ensure adherence to service level standards and bank/department policies and procedures.

Job Description:

Essential Function(s)

VSC works in a highly regulated industry, and you will be expected to acquire and maintain a proficiency in the company’s policies and procedures, SLAs and adhere to all, without exception. The ideal candidate will also be expected to complete all assigned compliance training in a timely manner.

Essential Duties and Responsibilities include the following:

Responsible for overall performance and productivity of direct reports.
Leads a team of contact center assistant managers and supervisors responsible for supervising teams handling inbound call, chat, and email communications with both internal and external customers.
Ensures adequate staffing to maintain service level standards, including making decisions on schedule changes.
Monitors and adjusts operations to ensure adherence to service level standards and company/department policies and procedures.
Responsible for coaching and developing reports on customer service processes and best practices.
Evaluates the quality of customer service calls in cooperation with VP of Operations; provides feedback to staff on strengths and areas for improvement.
Responsible for performance appraisals, disciplinary actions, hiring/interviewing, recommendations for promotions and salary changes.
Provides coaching and mentoring to contact center staff and team leads.
Documents and implements streamlining opportunities and process improvements.
Determines work procedures and workflows.
Tracks and reports contact center performance against objectives and goals (CX quality, call volumes, adherence to schedule, etc.)
Drives a culture of accountability, continuous improvement, and personal excellence.
Provides team motivation and development to maximize employee and customer satisfaction.
Monitors and adjusts operations to ensure adherence to service level standards and company/department policies and procedures.
Responsible for timekeeping and payroll review and submission to ensure correct entries.
Evaluates the quality of team member contacts from customers; provides feedback to them on strengths and areas for improvement.
Acts as an escalation point for resolving the most difficult customer issues.
Communicates key messages effectively to ensure that direct reports are informed of process changes.
Communicates with clients, other departments, and VSC partners to ensure quality service delivery and customer satisfaction.
Works with and serves as liaison with other VSC Managers, Supervisors, and key clients’ senior personnel and manages relevant vendors. • Serves as project leader or subject matter expert.
Provides the company with continual feedback about the usability of our services based on customer interactions.
May be assigned other job duties and or responsibilities with or without prior notice.
May serve as a backup to more senior customer service management in their absence.

Supervisory Responsibilities:

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Ideal candidate must be able to demonstrate the Management skills sufficient to properly supervise Call Center Operators, such as: planning, organizing, staffing, budgeting, and controlling, technical problem-solving expertise, and be able to successfully implement management practices, principles, and techniques of a help desk supervisor in a technical environment, using trouble reporting system and assisting callers in software and hardware applications.

Qualifications:

Bachelor’s degree in communications, business, marketing, public relations, or related field; or an equivalent combination of training and experience.
Five (5) or more years of experience managing in-bound and out-bound calls in a high-volume setting is required. (i.e., national retailer, cable company, internet/mobile phone carrier, etc.)
Must have five (5) years’ experience managing, training and mentoring call center team members in a technical/customer service environment, using a trouble reporting ticket system.
Strong knowledge and experience of the Siebel System is required.
Experience working with customers with troubleshooting and problem solving is required.

FM Talent Source is an Equal Employment Opportunity/Affirmative Action Employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by law.