Contact Center Manager
- for any list of duties/requirements/benefits. So responsibilities should be a list. Requirements also a list.
We need to use
for prose. We must not include sections with filler like "commensurate with experience". Not present. We need to decide headings: About the role (for position summary and maybe physical demands/work environment). Responsibilities (essential job functions). Requirements (minimum qualifications). Pay (salary description). Possibly Skills? The requirements include skills; but we can put them under Requirements. Could also have Skills section separate but we have content for skills within requirements; but we could split but better to keep few substantive sections. The instruction: Prefer a few substantive sections over many thin ones. So we can have About the role, Responsibilities, Requirements, Pay. We must not include Benefits or Schedule sections because not present. Now craft HTML. We need to include the content exactly, preserving all substantive information. Must not invent or summarize away detail. So we need to copy the position summary paragraph(s). Let's extract. Position Summary: "The primary job function is management of the contact center, which provides customer sales and service by telephone, email, chat, text, and other forms of electronic communication. The Manager supports the Call Center Representatives, helping them to acquire the skills and performance required to meet and exceed their objectives. The Manager’s objective is to create a positive work environment that contributes to the Call Center’s ability to deliver superior service to customers. The Manager spends approximately 75% of their day logged into the telephone system to handle overflow contacts when necessary. The Manager spends approximately 50% of their login time working with Representatives to observe, assess and develop performance in efficiency, effectiveness; delivery of accurate and complete information; and professional communication skills. The Manager reviews and discusses the previous day’s service statistics with the team. The Manager also assesses each Representative’s attendance, tardiness, and work schedule adherence in accordance with bank guidelines. The Manager supports the Bank’s goals by communicating objectives and results each day to encourage, recognize, and reward Representatives for meeting and exceeding objectives." That's the summary. Then Essential Job Functions/Responsibilities: a long list. We need to turn into bullet list items. Must preserve all details. Could break into logical bullets: Manage Call Center RepresentativesContact Quality..., Coaching and Development..., Documentation and Analysis..., Action Plans..., Time Management..., Incentives and Recognition..., Forecasting and Staffing..., Adherence to Schedule..., Attendance and Tardiness..., Report Review..., Deliver quantitative results..., Contact Quality (goals)..., Service Level..., Outbound Campaign Goals..., Observations..., Headcount..., Financial..., Manage call center operations..., Responsibility and Leadership..., Individual Growth and Contribution..., Responsible for Interactive Teller Machines (ITM) Supervisory Responsibilities Oversees Assistant Manager and Call Center Representatives. We need to ensure we don't lose any detail. We'll create bullet points for each major heading. Then Requirements: list of qualifications. We need to include the sentence about pay range: "The pay range for this position is based on the lowest to highest salary we reasonably and in good faith expect to pay for this position at the time of this posting. Actual pay will depend upon several factors including, but not limited to, relevant education, qualifications, certifications, experience, business or organizational needs, affordability and market pay. The posted range may be modified in the future as market data or organizational priorities change. Salary Description $70,000 - $83,000" We should include that as prose under Pay section. Now produce HTML:
About the role
...position summary...
Physical Demands: ... (copy that paragraph)
Work Environment: ... (copy that paragraph)
But we need to check if we should include Physical Demands and Work Environment under About the role. The instruction: "Prefer a few substantive sections over many thin ones." So we could combine them into About the role. Now Responsibilities:Responsibilities
- ... each bullet ...
Requirements
- ... each bullet ...
Pay
... salary description ...
We must not include any other sections. Now ensure we didn't include any boilerplate like EEO etc. We removed. Now check for any duplicated lines: In responsibilities there is repeated "Manage call center operations." and "Deliver quantitative results." We'll keep as separate bullets if they appear. Now produce final HTML. Let's craft. Position summary paragraph: we need to keep exactly as given, but we can keep line breaks as spaces. Physical Demands paragraph: "This position is an office-based position in terms of physical demand. Employees are expected to be able to operate their fingers and hands to perform functions such as typing, writing, and filing. Employees must also be able to move throughout the office with ease while also being able to sit for extended periods of time. Employees must be able to see and hear in an office setting that does include much noise going on around one’s workspace. While this job is mainly clerical, there are instances in which employees must be able to transport up to 20 pounds." Work Environment paragraph: "This job operates in a bank branch office. It is a professional environment. Note The above is a description of the ordinary duties of the position. It should be expected that from time-to-time other duties (both related and unrelated to the above) may be assigned and are therefore required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions." Wait the note includes "Note The above is a description..." Actually that note appears after Work Environment? In the text: "Work Environment This job operates in a bank branch office. It is a professional environment. Note The above is a description of the ordinary duties of the position. It should be expected that from time-to-time other duties (both related and unrelated to the above) may be assigned and are therefore required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions." We'll keep that as is. Now Responsibilities bullets: Let's list each distinct bullet. I'll parse the responsibilities section: Essential Job Functions/Responsibilities The essential functions include, but are not limited to the following: Manage Call Center RepresentativesContact Quality: The Call Center Manager is responsible for observing each Representative’s job performance every month. The Manager will accomplish this by listening regularly to calls with the Representative through side-by-side and remote service observance. The Manager documents performance and shares opinions with the representative. Side-by-side (in-person) and remote observation sessions are conducted weekly, covering three (3) calls per session. The Manager uses a program-specific contact observation form to score each contact in conjunction with a document describing the elements of contact quality and the specific behavior expected of the representative for each component of contact quality.Coaching and Development: In conjunction with the observation sessions, the Call Center Manager provides immediate feedback to each Representative regarding his/her work to help the employee become more knowledgeable and proficient, making use of all available systems, tools, training, and reference materials.Documentation and Analysis: The Call Center Manager documents each session with an analysis of the Representative’s performance. The Manager enters data from observation sessions into a contact quality database and analyzes each representative's contact quality history to identify behavioral trends and determine the areas of opportunity. The Manager also documents any conversations about the Representative’s performance. This includes documentation supporting positive feedback given during an observation session in the event that a formal action plan is not necessary.Action Plans: The Call Center Manager meets with each Representative to agree on an action plan for improvement based on his/her performance trend. The Manager designs and implements a formal action plan to improve Representatives’ performance in each designated area of opportunity. The Manager monitors each Representative’s progress to ensure continuous improvement to meet the bank’s objectives.Time Management: The Call Center Manager schedules time for observation sessions and development sessions with each Representative. The Manager determines which Representatives require development sessions, including the quantity and frequency of each. The Manager agrees on a follow-up date with each Representative to review progress on his or her action plan. The Manager shares performance observations with the Representative within 24 hours of any observation session. If this discussion does not take place within 24 hours, the contact observation session is considered “diagnostic” and the session is repeated to meet the requirement for 24-hour feedback.Incentives and Recognition: The Call Center Manager develops recognition programs to recognize and reward both outstanding performance and performance improvement and administers these programs in conjunction with bank-wide recognition programs. The Forecasting and Staffing: The Call Center Manager uses a comprehensive forecasting and staffing model to forecast volume and average handle time based on historical records from the contact management system to create staffing requirements for the Call Center, optimizing the use of resources.Adherence to Schedule: The Call Center Manager reviews the following historical and/or real time reports from the contact management system daily to manage schedule adherence for their team:Split or Skill SummaryRepresentative Log In/OutRepresentative States ReportRepresentative Trace (if applicable)Attendance and Tardiness: The Call Center Manager is present with his/her team at start of each shift. The Manager addresses occurrences of absence and tardiness immediately and privately on an individual basis. Each incident is documented, and disciplinary action is taken in accordance with guidelines established by the Bank.Report Review: The Contact Center Manager also reviews reports daily and signs off on exceptions as required in adherence to budgeting guidelines:Sales ReferralsProduct SalesException ReportsWaivers and Refunds of Service ChargesAdditional reports as requiredDeliver quantitative results.Contact Quality: The Call Center Manager must meet minimum contact quality goals on a monthly basis as established by the Bank. Contact quality is measured either by remote observation, through customer satisfaction surveys, or both.Service Level: The Call Center Manager must meet minimum service level standards on a daily, weekly, and monthly basis as established by the Bank. Service level is measured by the Bank's telephone system and tracks the number of calls answered within a minimum period (example 80% of all calls offered are answered within 20 seconds or less).Outbound Campaign Goals: The Call Center Manager occasionally manages outbound sales campaigns performed by Call Center Representatives to prospects and customers (such as welcome programs, cross-sell and upsell programs, and product inquiry follow-up programs), and is expected to meet sales and conversion goals set for each campaign.Observations: The Call Center Manager completes three full call observations per Representative per week, measured monthly for each Representative on their team. To be effective, observations are conducted regularly, with three calls per session throughout the month.Headcount: The Manager must meet service levels by staying within the minimum and maximum headcount targets assigned by the Bank.Financial: The Manager must manage the Call Center within its annual budget, in accordance with expense guidelines established by the Bank.Manage call center operations.Responsibility and Leadership: The Call Center Manager serves as a role model for the team as Representatives learn more from displayed behavior than from conceptual learning. A large part of the Manager’s activity is conducted on the floor with the team. The Manager attends and participates in all