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Senior Manager, Admin Ops Customer Satisfaction
Mediacom Communications
Red Oak, IA, United States
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GENERAL RESPONSIBILITIES:
Day to day management of call center—responsible for staffing, training, development of agents, leads and supervisors. Ensures optimal performance in order to achieve service level objectives and customer satisfaction.
SPECIFIC RESPONSIBILITIES:
• Meet with and develop supervisors, including information sharing from directors, forecast call, etc.
• Ensure that staffing requirements are met—working with recruiters, interviewing candidates, obtaining overtime as needed.
• Review data such as site scorecards, attendance, sales, CATs tickets, etc. and use to establish ongoing site training and improvement plans.
• Reviewing disciplines, helping to deliver them as occasion requires.
• Read and respond to e-mails; attend and conduct meetings; work on projects and action plans; creative and implement incentives to improve performance and increase morale
• Attend huddles, meet with agents 1:1 and in focus groups; attend and participate in team meetings.
EXPERIENCE/SKILLS:
• High School Degree required; Associates Degree or above preferred
• Required – Call Center Leadership Experience
• Required - 3-5 years in a customer service environment
• Preferred – 5-10 years in a customer service environment
• Strong Communication Skills, both oral and written.
• Ability to connect with and motivate employees.
• Knowledge/understanding of Call Center Operations.
• Strong working knowledge of Microsoft Office Products: Word, Excel, PowerPoint
• Ability to analyze data and use to make decisions.