Sr. Call Center Manager Job at Rishabh RPO, Washington DC

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  • Rishabh RPO
  • Washington DC

Job Description

Below shared are the Job Insights for your review:

Job Title: Sr. Call Center Manager

Location: Washington DC (In office)

Duration: Full Time/ Permanant

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 the development of contact center staff and supervisors. Responsible for ensuring a quality customer experience from start to finish, and proactively seeking ways to improve internal processes and results. Monitor operations to ensure adherence to service level standards and bank/department policies and procedures.

Essential Duties and Responsibilities include the following:

  • Responsible for overall performance and productivity of direct reports.
  • Lead a team of contact center assistant managers and supervisors responsible for supervising teams handling the 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 following 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.

Job Tags

Full time,

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