The primary function of the 2-1-1 Call Center Manager is to serve customers by implementing call center workforce strategies and operations strategies and initiatives, improving systems and processes, and managing staff.
Areas of Responsibility:
- Builds, develops, and leads 2-1-1 Supervisors.
- Under direction of the Call Center Director, effectively implements call center operational strategies.
- Leads capacity planning efforts by utilizing inContact's Call Center Management platform to plan and execute workforce management best practices.
- Develops capacity planning tools to accurately forecast call volume via various channels hourly, daily, and monthly. Translates this information into hiring forecasts and staff and supervisor schedules.
- Manages the real-time placement of staff and flow of work throughout the day to account for variations from unexpected staffing situations so that customers receive the timeliest care possible.
- Develops call center systems by developing customer interaction and voice response systems, skillset routing, and planning and controlling implementations.
- Participates in identifying and evaluating state-of-the-art technologies designed to improve processes.
- Understand, analyze and recommend ideal skill/routing strategies for optimal service level performance.
- Ensure clear goals, objectives and performance standards are communicated and implemented across all levels of the contact center.
- Establishes, monitors, and maintains call routing for the local 2-1-1 contact center.
- Produces weekly, daily, monthly, quarterly, and on-demand reports as requested.
- Coaching Supervisory staff to increase levels of quality, productivity, and morale.
- Produces reports to track productivity towards goals (adherence, service level, etc.).
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Educational Background:
Associate's degree required, Bachelor's or higher preferred
Skills/Experience:
- Ability to provide guidance, direction, and motivation to create a high performing team
- Ability to manage a call center workforce management program launch from start to finish
- Proficient mathematical and statistical analytic skills
- Ability to handle multiple tasks and frequent interruptions
- Ability to handle stressful situations with calmness and courtesy
- Ability to communicate effectively, both verbally and in writing
- Excellent record and file management skills
Acquired Knowledge:
- 2 or more years in call center management experience; demonstrated leadership in a customer service, metric driven call center environment
- Project management experience
- Experience with call center management software; inContact experience a plus
- Advanced Excel skills, including writing formulas, perform v-lookups and pivot tables
Job Function:
Organization Info
Listing Stats
Post Date:
Apr 14 2018
Active Until:
May 14 2018
Hiring Organization:
United Way Worldwide
industry:
Nonprofit