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Call Center Manager

Cedar Rapids, IA

Job Information:

Call Center Manager

Mon (8am-5pm) Tues – Fri (9am-6pm)

Job Overview
Position responsible for managing SCSupport Team Leads as well as the daily productivity of the SCSupport teams and individuals technicians.  Will support training efforts for new hires, and will handle Partner and customer escalations. Individual works closely with customers, product management team, team leads and technical support representatives to identify, track and solve customer issues.  Works with technical support representatives to ensure that they are providing quality customer service and that team members pass our quality assurance inspection guidelines.

Primary Responsibilities
  • Responsible for managing all SCSupport Team Leads: performance, tracking attendance, employee issues, Partner escalations
  • Daily monitoring of call queue and responsible for utilizing resources in the queue and outside of the queue to meet “answer speed” goals
  • Coach, train and mentor all direct reports through various training programs, improve Team Lead leadership abilities, suggest and implement motivational rewards programs
  • Create initiatives to improve service, determine goals and measurements such as cost per call and service level management
  • Identify, resolve, track and trend any issues and/or opportunities
  • Monitor the chat queue to ensure all chats are acquired in a timely manner
  • Support efforts towards new hire and tech training on systems, products and policies
  • Monitor open cases in SCAdmin to ensure follow up and resolution on cases
  • Create and input processes into knowledge base and keep KB organized
  • Assist with hiring new staff members, issuing disciplinary actions and performance reviews as needed
  • Assist with call monitoring process as needed.
  • Compilation and distribution of daily, weekly and monthly reports to management team
  • Ensure equipment for all new hires is lined up and in place upon their first day and that seating is established
  • Take calls or chats as needed to help with call volume
  • Develop and coordinate department contests
  • Special projects as assigned
Skills Required
  • AAS required, BS preferred
  • 2-3 years prior call center supervisory experience a must
  • Excellent written and oral communication and listening skills
  • Excellent interpersonal skills
  • Ability to work well independently as well as in a team environment
  • Strong analytical skills including data analysis and excel spreadsheets
  • Highly organized individual
  • Solid computer skills
  • Strong project management skills

Physical Requirements:

This is sedentary work which requires the following physical activities: repetitive motions, talking, hearing and visual acuity.  


Posted 11/06/17

Job ID: 29466872