Call Center Shift Manager
Full Time Position
Are you passionate about the call center business? Would you like to partner with Fortune 500 companies and grow with the business? If you answered Yes, then we have an exciting opportunity to manage our call center in Rockford, IL.
We offer a comprehensive suite of call center outsourcing services. We offer the benefits of proven customer care resources, driven by one of the industry' most successful marketing/sales/service teams and an award-winning system of leading-edge contact centers. We make every call count through uniquely customer- focused outsourcing solutions that deliver the highest levels of efficiency and quality service.
Summary of Job Responsibilities
We are seeking a Site Program Manager who will be responsible for overseeing a 24x7x365 inbound program supporting customers of a top cable service provider. This person will work daily with a team of supervisors and team leads to develop our agents to deliver best in class results for our client as well as ensure that internal performance and profit and loss goals are met or exceeded. In this role, you will also participate in internal executive meetings as well as interact directly with our client and their support teams.
Metrics include (but are not limited to):
Schedule adherence
AHT
Upsells
Quality
Customer Satisfaction/First Call Resolution
MINIMUM/PREFERRED REQUIREMENTS:
Education: Bachelor's degree or equivalent experience.
Experience:
Inbound Call Center Program Management experience
Strong understanding of P&L,
Minimum 3 years Inbound Call Center experience required
Additional Skills/Knowledge:
Ability to operate effectively in a fast paced, ever changing environment.
Analytical, quantitative and organizational skills.
Proficiency in Microsoft Office.
Proficiency with call center technology
Organization & Time Management skills
Estimated Salary: $20 to $28 per hour based on qualifications.
Are you passionate about the call center business? Would you like to partner with Fortune 500 companies and grow with the business? If you answered Yes, then we have an exciting opportunity to manage our call center in Rockford, IL.
We offer a comprehensive suite of call center outsourcing services. We offer the benefits of proven customer care resources, driven by one of the industry' most successful marketing/sales/service teams and an award-winning system of leading-edge contact centers. We make every call count through uniquely customer- focused outsourcing solutions that deliver the highest levels of efficiency and quality service.
Summary of Job Responsibilities
We are seeking a Site Program Manager who will be responsible for overseeing a 24x7x365 inbound program supporting customers of a top cable service provider. This person will work daily with a team of supervisors and team leads to develop our agents to deliver best in class results for our client as well as ensure that internal performance and profit and loss goals are met or exceeded. In this role, you will also participate in internal executive meetings as well as interact directly with our client and their support teams.
Metrics include (but are not limited to):
Schedule adherence
AHT
Upsells
Quality
Customer Satisfaction/First Call Resolution
MINIMUM/PREFERRED REQUIREMENTS:
Education: Bachelor's degree or equivalent experience.
Experience:
Inbound Call Center Program Management experience
Strong understanding of P&L,
Minimum 3 years Inbound Call Center experience required
Additional Skills/Knowledge:
Ability to operate effectively in a fast paced, ever changing environment.
Analytical, quantitative and organizational skills.
Proficiency in Microsoft Office.
Proficiency with call center technology
Organization & Time Management skills
Estimated Salary: $20 to $28 per hour based on qualifications.
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