Contact Center Team Manager
Job Details
Lenexa, KS - Lenexa, KS
Full Time

Title: Contact Center Team Manager

Position Summary:

EducationDynamics is a contact and resource center that connects potential students with career colleges, universities, and technical and trade schools. We provide outlets and opportunities so potential students can advance their education.

The Team Manager is responsible for a team of 20 – 25 agents in the area of conduct, process, production, and quality. A Team Manager must possess a passion for managing, leading, developing, and motivating contact center agents in a fast-paced, high-volume environment.

What You Will do:

  • Proactively contribute and help create a positive work environment with high morale.
  • Serve as the primary point of escalation for all customer service issues.
  • Manage and assume accountability for agent attendance, turn-over, motivation, training, hiring, and overall job performance.
  • Coach and develop contact center agents to achieve individual, team, and company quality and production goals.
  • Foster a sense of professionalism by leading by example through attitude, dress, attendance/reliability, punctuality, respect, and manner.
  • Frequently review and uphold quality expectations by attending regularly scheduled quality assurance sessions and meetings.
  • Circulates the room periodically every day to listen to conversations and provide instructions.
  • Responsible for payroll accuracy and approval of time through Paycom systems.
  • Continue training of new agents as they transition from new hire training to a production team.
  • Meets with management to report the progress of their team with a strategy on how they will impact their team’s day-to-day performance.
  • Manage regular staff meetings with the call agent team communicating any company policy and procedure changes to call agents.
  • Produce performance reviews for all agents.
  • Interview and calibrate on hiring staff as needed.
  • Make recommendations and execute termination of staff.
  • Responsible for managing staff level based on call volume when Workforce is not present.

The Successful Candidate Profile:

  • Highly organized
  • Ability to handle multiple tasks with strong attention to details
  • Must have excellent management and leadership skills
  • Strong people skills
  • Ability to think creatively and problem-solve
  • Demonstrated ability to effectively work with peers
  • Able to convey knowledge of products and strategies to team-members
  • Must have excellent oral and written communication skills
  • Strong communication skills are needed in order to facilitate conversation about performance goals, expectations, and changes within the company.
  • Strong leadership skills with the ability to work in a diverse and fast-paced environment.

Education and Experience

  • Minimum of 4 years Customer Service, Quality, and/or Contact Center (outbound) background required
  • Minimum of 2 years in a Supervisor position required
  • Previous experience in the education industry preferred
  • Bachelor’s Degree in Management or Business preferred
  • Must have excellent Microsoft Excel skills

Physical Factors:
Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

  • Business hours of operation are Mon-Thu, 7 am- 5 pm and Friday 7 am-1:30 pm. Must be available to work full-time shift.
  • Time is spent in front of a computer screen using a keyboard, mouse, and hands-free headset. Must be able to sit for long periods of time. Must be able to work in a high-pressure and fast-paced environment.
  • Must be prepared to work alongside contact center agents when needed; "all hands on deck" mentality.
  • Physical demands: While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear. Occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually minimal.