About the Job
DiRAD Technologies, Inc., a leading communications solution provider, is growing again! We’re looking for a dedicated Contact Center Manager to take our operation to the next level. Our clients include DiRAD’s users of our technology platforms, in addition to contact customer service and answering service clients.
Our Contact Center Manager will report directly to the Director of Contact Center Operations.
Primary Responsibilities:
Implementation Phase
The immediate and primary role is to assist Contact Center Director with fast-paced implementation/operational readiness activities/tasks for a new Contact Center assignment. Including (but not limited to):
- Assist with recruiting and onboarding of new staff.
- Partner with the client and cross-functional teams to facilitate and execute implementation activities for operational readiness.
- Plan and develop operational business processes to align with Service Level Agreements and contractual requirements.
- Documentation development (policies, procedures, workflows, job aids, etc.) and administrative tasks
- Assist with training and quality control planning/development.
- Any other readiness tasks/activities as requested by Contact Center Director
Operational Phase
- Partner with the Director of Contact Center Operations in managing daily operations of the Contact Center, ensuring a successful team and positive working environment.
- Oversee an assigned team of onsite and/or remote Contact Center Supervisors and Representatives; monitor and address supervisor performance and contact center performance metrics to ensure SLA and contractual requirements are met and report any issues to the Director.
- Implement remediation plans for any identified performance issues.
- Provide supervisor coaching and development support.
- Assist with ongoing planning and implementation activities associated with project ramp-ups such as: hiring and onboarding, working with the team through planning and go live, development of processes and procedures, onboarding activities for new hires, and training.
- Assist with documentation development and maintenance (both internally and in collaboration with client)
- Identify needs for process improvement and present them to the Director of Contact Center Operations
- Review Contact Center Supervisors weekly timecards; make necessary edits/corrections; approve all CCR timecards by the bi-weekly payroll deadline.
- Analyze contact center data and prepare reports for upper management/client
- Work with cross functional teams such as quality assurance and training teams to ensure quality expectations and raining initiatives to meet project requirements/expectations.
- Work with Human Resources team on any HR related issues regarding contact center personnel
- Assist with employee retention initiatives.
- Assist with tasks as delegated by Director of Contact Center Operations
- Attend meetings with DiRAD Partners/Director of Contact Center Operations/Clients
- Lead regular team meetings with supervisory teams.
- Evaluate supervisor performance monthly, annually and on an as needed basis.
- Any other managerial tasks that are identified throughout implementation, ramp-up, and operation phases of this project.
The responsibilities listed above may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of DiRAD Technologies, Inc.
Job Qualifications:
Education:
- Bachelor’s Degree or 3 years of Contact Center leadership/management experience
- College Degree in a field related to management/business a plus
- Certified Call Centre Manager (CCCM) or equivalent certification is a plus
Experience:
- Proficient in Call Center CRM software (i.e. Genesys Cloud, AWS/Amazon Connect) and with equipment
- Previous experience in call center supervisory or management role, implementation experience preferred
- Proven experience with customer service
- Working knowledge of performance evaluations and call center metrics
- Proficient in MS Office (Word, Excel, SharePoint)
- Proficient in documentation development and maintenance (strong written skills)
- Project Management experience is a plus
- Reporting experience
Other key attributes:
- Outstanding verbal and written communication skills
- Strong interpersonal skills
- Excellent organizational and leadership skills
- Ability to identify and solve problems accurately and efficiently
- Ability to work independently to identify and implement processes, procedural needs and improvements
- Ability to adapt to and execute tasks associated with new projects/assignments on a short timeline.
- Positive and patient
Perks/Benefits:
- Medical, Dental & Vision Insurance
- 401(k) Plan with Company Match
- 12 Observed Holidays
- Vacation, Personal & Sick Time
- Employee Assistance Program