Status: Full Time
Reports to: Director of Operations or VP of Operations
This position is responsible for supervising and coordinating the activities of Supervisors who manage employees providing inbound telephone sales services.
Essential Duties and Responsibilities (other duties may be assigned)
Make necessary changes in staffing based on day of week, sales promotions, and old (un)anticipated events
Analyzes individual, team and call center results to identify and act on both positive and negative performances trends to ensure attainment of revenue goals and performance targets
Monitors sales calls to observe employee demeanor, technical accuracy and conformity to company policies and FCC regulations
Answers questions and recommends corrective action to address customer complaints
Communicate and follow up to ensure representatives are fully award of all information related to products, procedures, customer needs and company related issues, changes or actions
Determines work procedures and expedites workflow
Studies and standardizes procedures to improve efficiency of team
Maintains harmony among workers and resolves grievances
Prepares composite reports from individual reports by subordinates
Carry out managerial responsibilities in accordance with the organization’s policies and applicable state and federal laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification.
Teamwork - Contributes to building a positive team spirit.
Managing People – Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates’ activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates’ skills and encourages growth; Fosters quality focus in others; Improves; Continually works to improves supervisory skills.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent.
Ability to read and interpret documents such as procedure manuals; write routine reports and correspondence
Comfortable speaking before groups of customers and/or employees
Candidate would have the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Three or more years of related call center management experience and/or training, including client-facing experience; or equivalent combination of education and experience
Basic knowledge of Microsoft applications including Word, Excel, Outlook, etc.
Open availability, ability to work evenings and weekends
Standing/Walking: Periodically throughout the workday on hard floor surface.
Sitting: Frequently in the office and during breaks and lunchtime.
Hands/Arms: Constantly in use throughout the workday. Frequent use of computer and other office equipment.
Work- site conditions: The work is performed inside a call center environment.
Unusual Working Conditions: Must be able to work occasionally on evenings, weekends, holidays, 6-day workweeks, and back-to-back shifts when needed.
3561 W. Bell Rd. Phoenix, AZ 85053