CASY-MSCCN Jobs

Position Purpose:

The Contact Center Sr Manager provides leadership to the center associates and is actively engaged in managing teams to drive effective operations, associate engagement, and excellent customer service. They will ensure proper leadership and supervision occurs by managing through the company's values and leveraging practices such as Town Halls, associate engagement calendars, and supervisor skill building. This role will drive exceptional service levels and operational improvements across the work groups and influence work activities, directly or indirectly. The Contact Center Sr. Manager provides direction and ongoing management of the center to include driving operational metrics, expense control, staffing, and quality. Is actively involved in managing the teams and building customer service enhancements and process improvements. Develops operating plans for delivering excellent customer service while exceeding quality standards and performance metrics. They are also responsible for leading and directing strategic initiatives that enable the center to continue meeting/exceeding KPIs. May lead full pilot implementations of selected initiatives. Responsible for driving and maintaining elevated performance and profitability through execution of call center projects and technology enhancements to increase productivity. Must develop recommendations, prioritize issues and brainstorm/develop solutions by meeting and working with a diverse group of people. Acts as the point person for the Managers and Director.

Key Responsibilities:

• 20% Decision Quality - Analyze data to identify and implement process improvements which seek to increase team efficiency and effectiveness

• 5% Develops Talent - Responsible for appropriate selection, termination, performance appraisal, and professional development of assigned staff

• 25% Drives Engagement - Provide effective leadership, associate's engagement, and development of teams that drive dept performance towards achievement of quality standards and performance metrics; Ensure priorities align with objectives and goals

• 25% Ensures Accountability - Proactively evaluate, identify, and address performance deficiencies by developing and executing performance improvement plans; training and coaching strategies

• 25% Plans & Aligns - Maintain and report on service level standards and manage department and manage operations within budget; Provide actionable insight to business partners on customer trends and opportunities to drive customer satisfaction through improvements; Manage special projects and technology improvements

Direct Manager/Direct Reports:

• This position typically reports to Contact Center Director

• This position has 1+ Direct Reports

Travel Requirements:

• No travel required.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.

• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite

• Working knowledge of Tableau

• Working knowledge of presentation software (e.g., Microsoft PowerPoint)

• Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)

• Demonstrated ability to collaborate and work effectively with cross-functional teams

• Ability to draw accurate conclusions from financial documentation

• Demonstrated project management skills

• Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences

• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers

• Excellent written and verbal communication skills

• 3+ years of previous leadership experience

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a associate's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 3

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Decision Quality

• Collaborates

• Drives Engagement

• Ensures Accountability

• Plans and Aligns

• Communicates Effectively

• Customer Focus

• Develops Talent

• Drives Results

• Manages Conflict

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. - $0.00 - $0.00