Call Center Manager (Greater St Louis, MO)

Requirements

The Call Center Manager will oversee daily operations and ensure that project Service Level Agreements (SLAs) are consistently met. This position involves managing a multichannel, multiprogram contact center that supports multiple clients throughout the state of Missouri.

• Oversee the daily operations of a call center team to ensure performance metrics are met.
• Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
• Provide updates to staff regarding these policies and procedures.
• Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
• Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
• Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
• Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
• Monitor call center compliance with ISO standards as applicable.
• Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
• Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
• Responsible for identifying and resolving issues, problems, and concerns with employees.
• Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
• Provide direction to staff when complaints are escalated to management level.

Qualifications

A bachelor's degree in a relevant field of study and 5+ years of relevant professional experience are required, or an equivalent combination of education and experience. Must be willing and able to work onsite in greater St. Louis, MO. Experience with a large-scale telephony system, call center operations, and Customer Relationship Management (CRM) systems, including tracking customer interactions, managing case information, and maintaining accurate records is also required. Two (2) years of call center management experience or five (5) years in any management role is preferred.