Call Center Manager

Job Description

Job Description

Job title : Call Center Manager

Classification : Exempt

Reports to : Director of Collections

Job overview :

A Team Manager is responsible for successfully guiding daily functions of a Call Center and insuring continuous training is being provided. A Team Manager is accountable for attaining or exceeding campaign goals and maintaining a friendly, professional team environment that focuses on a high level of customer satisfaction.

Responsibilities and duties :

Essential Duties and Responsibilities : include the following.

Other duties may be assigned to meet business needs.

• Ensure compliance with all UCDS HR policies in the hiring, maintaining and termination of staff.
• Ensure that the integrity of the Non-Profit brand and UCDS is always paramount.
• Assure that daily / weekly volume requirements are met with Stores while maintaining quality and optimizing productivity.
• Review and evaluate all aspects of the operation and potential growth opportunities to ensure maximum volume while maintaining cost of goods.
• Attend meetings and keep Senior Management informed of progress and issues.
• Planning and management of change, setting and implementing with direction from senior team, strategic agenda for the call center including, expanding reach through other media (mail, text, and other social media).
• Assist Store Management and Field Collection personnel in providing excellent service and providing back up and support as needed.
• Hold and participate in periodic staff meetings for all employee groups.
• Ensure all staffing plans are within budgets.
• Manage and hold Field Operations Leader accountable to Bin & Attended Donation Station collections to ensure volume of product from these venues meets minimum expectations and customer service is at premium level.
• Manage Mail program including scheduling and cycle management.
• Ensure compliance with and maintenance of all reporting within Call Center.
• Conduct disciplinary action, reviews, termination and awards for management and staff.
• Ensure that all agents are routinely monitored, coached, redirected or retrained as necessary to maximize performance.
• Develop Maintain and Communicate call schedules for all markets assigned.
• Create and maintain healthy positive and productive call center environment using coaching, incentive activities act.
• Work together with Supervisors and review dialer reports daily to ensure all dialer functionality is optimized and that supervisors are managing the dialer and room appropriately.
• Ensure operations backup and emergency plans are implemented, adequate and maintained.

Expectations within the Position :

Required Knowledge, Skills and Abilities :

Education, Experience, Training Required :