Contact Center CSR Manager

About the role

Responsible for managing customer service staff in receiving customer inquiries, investigating requests, answering questions, and resolving problems. Maintains a high level of quality customer service and ensures a current knowledge of products and services. Develops processes or tools to improve service levels and takes actions to ensure an efficient and professional customer service operation for both telephone and written communications with customers.

Responsibilities

• Coach all contact center personnel within the site location and work with leadership and other managers to provide direction by communicating and carrying out departmental goals and vision.
• Ensure compliance with applicable internal policies and procedures; respond to internal audits and certifications.
• Participate in the development and enhancement of equipment, training procedures, and programs that support products and services.
• Develop, implement, and maintain new and revised department operating policies and procedures to increase quality of service and productivity.
• Implement and monitor tracking and performance monitoring mechanisms.
• Manage operations activities for assigned functional area(s)/region(s) by planning and scheduling departmental activities, ensuring adequate staffing, and meeting product/service and quality standards.

Requirements

• Bachelor’s degree, or equivalent work experience.
• Three to five years of relevant experience.

Skills

• Strong customer service and problem-solving skills.
• Advanced knowledge of operational functions, systems, policies, and procedures of the assigned area.
• Basic understanding and practical application of applicable laws and regulations.
• Effective leadership skills.
• Strong verbal and written communication skills.
• Working knowledge of computer applications used in the area.

Schedule

Monday - Friday 11am-7pm CST, rotating weekends (every 4th weekend all weekend), bid for holidays.

Benefits

• Healthcare (medical, dental, vision).
• Basic term and optional term life insurance.
• Short-term and long-term disability.
• Pregnancy disability and parental leave.
• 401(k) and employer-funded retirement plan.
• Paid vacation (from two to five weeks depending on salary grade and tenure).
• Up to 11 paid holiday opportunities.
• Adoption assistance.
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law.

Pay

Pay Range: $66,640.00 - $78,400.00.