JOB DESCRIPTION, GOALS, AND REQUIREMENTS
Job Title Assistant Manager - Call Center
Department Call Center
Reports To Call Center Manager
Supervises Supervisors (and staff) on site
Location Staten Island, New York
Summary Job Description and Responsibilities:
The Assistant Call Center Manager in Staten Island reports to the Call Center Manager. The duties of the Assistant Call Center Manager of Staten Island include, but are not limited to, the following activities:
Execute instructions, initiatives and policy and procedures as directed by senior management, or in conjunction with departmental leads.
Ensure that each department is delivering a high level of customer service that is consistent with the project's requirements and compliant with established performance standards.
Oversee and mentor all site Supervisors.
Be able to perform statistical analyses and prepare informational reports independently.
Report on the integrity of all applicable (i.e. Vector, Lucent, alarm etc...)systems, escalating all technological outages, errors and anomalies.
Review, recommend revisions to, administer and enforce compliance to Policy and Procedures.
Work in conjunction with the training team and functional management leads on the initial training and ongoing development of all employees at the site. Solicit feedback on work performance and work with employee to correct or adjudicate any deficiencies observed.
Ensures resolution of customer and client complaints, using appropriate escalation protocol.
Recommend staffing adjustments to include new hires and terminations.
Review and report on departmental reports as it relates to productivity, staffing and overall site performance.
Conduct formal performance evaluations annually and recommend promotions, merit raises for staff.
Promote the company's Open Door Policy and resolve Service Center staff's issues or concerns or, as appropriate, make recommendations and referrals to other management to resolve the issue or concerns. Follow-up or escalate to higher management to see that the staff member's issues/concerns are addressed; as Company representatives under the Dispute Resolution Plan, the employee should expect to attend internal conferences, mediations, or arbitration proceedings that relate to their employees' attendance/tardiness issues or other performance or disciplinary problems.
Responsible for the oversite of the scheduling, payroll counseling and disciplinary processes. Must interact and follow escalation protocol on all employee and human resource issues.
Identify and/or respond to employee issues expeditiously by immediately escalating to Call Center Manager (or other senior management) and Human Resources.
Hold regularly scheduled staff meetings and ensure compliance of subordinate staff.
Qualifications:
Bachelors Degree in related field (i.e. Business Admin, Management...)
5 years or more in a Management role in transaction based customer service environment with 50 or more employees.
Demonstrated proficiency in Microsoft Office applications
Demonstrated proficiency in Call Management Systems and Business rules
Excellent oral and written communication skills.
4 or greater on 2006 performance appraisal and ACS employee for 1 or more years (Internal Only)
Excellent personal time management history
Immediate and Continuous Goals and Objectives:
1. Customer Focus?Able to recognize and respond to customer needs; able to promote a customer focus in employees and develop proactive solutions to customers' issues.
2. Listening, Understanding, and Responding?Able to use proactive listening skills or attend to non-verbal cues to better understand others' perspectives, behaviors, and motivations; able to communicate clearly about shared tasks, customer needs, the activities of other groups in the organization, and external influences; able to act with integrity and professionalism.
3. Personal Leadership?Able to do what you promise you will do; able to convey enthusiasm about company objectives and make decisions that reflect sound judgment; able to take greater responsibility for the company's success.
4. Team Leadership?Able to provide meaningful direction and motivation to a common team goal; able to model desire Experience: See To Apply to this job go to http://www.GadBall.com or click here