Contact Center Manager
Job Details
JNR Inc - Irvine, CA
Full Time
4 Year Degree

Position Description:
The Contact Center Manager is responsible for providing quality and efficient customer service to customers through the daily management of a team of Client Care Specialists to include motivating, recognizing and rewarding, coaching, training and problem solving.

Key Responsibilities:

  • Manage day-to-day operations ensuring client objectives are met efficiently and accurately.
  • Provide daily direction and communication to employees so that customer service calls and emails are answered in a timely, efficient and knowledgeable manner by monitoring the call and email queues.
  • Ensure supervisors are aware of and are monitoring all call metrics and email/fax metrics.
  • Conduct team meetings as needed to ensure employees have up to date information on programs and are able to communicate feedback on current issues.
  • Able to identify training needs based on program changes and team members overall performance.
  • Understand budgeting principles and ensures processes are in line with company goals.
  • Work with supervisors, and communicate effectively with employees, on performance warnings and make effective/appropriate decisions relative to corrective action as required.
  • Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, and direction. Address disciplinary and/or performance problems according to company policy.
  • Assist agents that appear to need assistance.
  • Manage/diffuse difficult or escalated customer calls.
  • Provide weekly and monthly reports to Senior Manager and Account Manager as required.
  • Give constructive feedback to other members of the team and properly document that feedback.
  • Welcome and reflect upon feedback from members of the team.
  • Assist with hiring for the team.
  • Other duties as assigned.

Qualifications, Requirements, or Competencies:

  • Education required: Bachelors Degree in business, or related field
  • Minimum experience: 5 years of people management in a contact center environment
  • Strong customer service skills
  • Excellent oral and written communication, including presentation skills
  • Demonstrated leadership/management/motivational skills
  • Analytical and interpretive skills
  • Strong organizational skills
  • Excellent interpersonal skills
  • Ability to troubleshoot intake processes
  • Ability to prioritize and handle multiple tasks
  • Ability to work in a team environment