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Call Center Manager - Compensation: Competitive in Grand Rapids, Michigan

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Seller: Management Business Solutions
Date/Time:30 Oct, 12:09 p.m. EST
Type: Management, For Sale - Private.

Call Center Manager
Grand Rapids, MI
 
Apply:
Send a resume:  mbs1@mgmtbsolutions.com
Visit our website:   www.mgmtbsolutions.com
 
Summary:
The successful candidate will be responsible for all facets of call center forecasting, scheduling, call volume monitoring and adjusting resources to meet changing requirements. This individual will determine and communicate work schedules and resources for various call queues across the organization while relying on extensive experience and judgment to achieve optimal coverage results. The selected candidate will work with site and department leaders to ensure adequate staffing, coverage by interval, as well as, to develop contingency plans during times of peak demand. Ownership of an end to end process with a wide degree of creativity and latitude is expected.
Oversees Contact Center daily activities such as:
Responsible for scheduling and workload distribution for call center representatives to ensure high utilization rate and high quality service.  
Identifies and resolves technical, operational and organizational issues outside of own team.
Monitors the training, development, and performance of employees; provide consistent coaching and feedback.
Coordinates activities of team members to ensure efficient and quality execution of their responsibilities.
Conducts new hire training to educate on WFM guidelines and procedures.
Functions as liaison between employees and manager to facilitate the accomplishment of Work Force Management.
Maintains communication by holding regularly scheduled team meetings.
Reviews and develop staffing models based on peak call volumes.
Responsible for Intraday schedule management i.e. cancelling, scheduling and rescheduling time off the phones.
Contributes to the analysis, problem solving and planning of the overall WFM strategy; including long and short term planning.
Works with senior management to develop policies, procedures and training programs that will meet the needs of the department.
May be responsible for handling more complex, escalated, or urgent issues.
 
Requirements
ยท         Four year college degree preferred.
Working knowledge of  WFM scheduling software ( IEX, eWFM, Blue Pumpkin, etc)
3+ years of Work Force Management  experience
Strong written and verbal communication skills
Special Skills Requirements
Leadership and people management skills
Intermediate PC and Math skills
Demonstrated analytical and organizational skills
 

State: Michigan  City: Grand Rapids  Zip code: 49505 Category: Management
Management in Michigan for sale

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