Description
Position at The Pasha Group Information for California residents about our collection and use of job applicant personal information can be found here: Privacy Practices
Job Summary
The Call Center Manager provides tactical management of the Shared Service Center Customer Service function and ensures high-quality customer service while optimizing efficiency and achieving key performance metrics.
Primary Objectives
- Provide leadership and operational oversight of the Call Center/Customer Service team to ensure service and support requirements are met, resources are properly aligned, workloads are balanced, issues are properly addressed, and required service quality is achieved.
- Manage and drive operational excellence, driving improvement against key performance indicators as defined by Service Level Agreements, internal quality and efficiency targets, and reporting.
- Develop synergies between the assigned teams and other business units to improve the overall efficiency and effectiveness of the SSC.
- Foster a continuous learning environment through commitment to effective, high quality training and development of new and existing employees.
- Identify and drive process improvement and support a proactive culture of continuous improvement.
- Implement strategies to enhance the overall customer experience including implementing customer feedback mechanisms and addressing pain points.
Duties and Responsibilities
- Continuously monitor and analyze call volume, capacity models, and workload forecasts. Adjust schedules and manage appropriate staffing levels to maximize efficiency and ensure performance of service level agreements (SLAs).
- Ensure that work performed is continuously aligned with written and oral work instructions, process flows, training plans, proper audit controls, capacity models, transactional charges, and service level agreements.
- Provide operational support and guidance to ensure that each team has all of the necessary tools, competencies, and training to meet the established service level agreement targets.
- Identify opportunities for increased efficiency and drive continuous improvement across the Call Center/Customer Service function and broader Contact Center operations.
- Socialize and implement new business processes to boost the Call Center's efficiency, productivity levels, and foster continuous improvement.
- Assign and delegate work to team members by managing daily workflow of team, adjusting assignments as needed to cover fluctuations in volume, employee absences, and other changes as they occur.
- Audit call quality, provide corrective coaching, and ensure compliance with company policy and applicable regulations.
- Manage and resolve internal and external escalations, developing action plans to ensure that service level requirements are met and operational processes are continually improved.
- Manage, guide, and develop customer service leadership and team members, to include coaching staff through challenging customer service issues.
- Build high-performing teams through active partnership with Human Resources in selecting, training, developing, and motivating staff.
- Maintain ongoing open dialogue with business unit managers to ensure service goals are understood and practiced; communicate and report to business unit managers on a consistent and timely basis.
- Prepare and analyze daily, weekly, monthly individual and unit productivity reports.
- Prepare and present reports as directed.
- Other duties as assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education
- Bachelor's degree in Business, Supply Chain Management or related field or equivalent combination of coursework and experience in a directly related field required
Licenses and Certifications
- Certified Call Center Management or equivalent professional certification preferred
Work Experience
- 5+ years of experience with increasing responsibilities in Call Center operations in a similar or related industry
- 3+ years of experience supervising staff
Required Knowledge, Skills and Abilities
- Understanding of operational best-practices relevant to Call Center operations.
- Proficiency in use of workforce management systems including reporting functionality and contact center/call center management systems.
- Strong leadership skills with demonstrated ability to motivate, influence performance, and lead by example.
- Strong professional communication skills including excellent verbal, written and listening skills with the ability to interact effectively with customers, team members, and stakeholders.
- Strong tactical problem solving and customer service skills.
- Demonstrated ability to properly manage sensitive and confidential information.
- Flexibility to adapt to changing priorities and operational needs .
- Proven ability to work in a fast paced environment, prioritize projects and deliverables, and interact effectively with cross-functional teams.
- Excellent quantitative and analytical thinking skills.
- Self-motivated and able to work well as part of a geographically disbursed management team.
- Demonstrated proficiency with Microsoft Office products at the following levels: ? Excel, Word, Outlook: Intermediate level of skill
Preferred Knowledge, Skills and Abilities
- Advanced Microsoft Office, including SharePoint, and Outlook functionality preferred
Competencies
- Delivers Results Rigorously drives self and others to achieve high levels of individual and organization performance.
- Engages & Inspires Others Leads with energy, self-confidence and understanding in ways that motivate colleagues to achieve more than they thought possible.
- Focuses on the Customer & Market Continuously evaluates what is important to the customer/client and develops products or solutions that exceed expectations.
- Makes Sound Business Decisions Makes timely and well-informed decisions that advance critical priorities, capitalize on new opportunities, and resolve problems.
- Practices our Values Supports and models The Pasha Way; conduct reflects Excellence, Honesty, Integrity, Innovation and Teamwork.
PHYSICAL DEMANDS, WORK ENVIRONMENT, AND TRAVEL
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Hear and speak with sufficient clarity to understand and engage in telephonic information exchange; hear and understand verbal instructions; give and receive information verbally in person or via communication device - Often
- Walk/travel within office environment, crouch/bend to access floor-level storage - Often
- Use hands/fingers to operate office equipment, type/complete data input, write - Often
- Reach with hands, arms; lift, move and manipulate objects weighing up to 20 pounds - Regularly
- Sight sufficient to read instructions, documents, and screen-based information - Often
- Use hands/fingers to manipulate and file documents, folders, small objects - Regularly
Working Environment
This role requires work that may involve the following environmental conditions:
- Corporate office environment
Travel
Occasional Must be able to travel independently to U.S. locations including Hawaii
Screening Requirements
Background Checks
Must be fully vaccinated against COVID-19, except as prohibited by law.
The information included in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive or exhaustive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
The salary range listed is based on the geographic zone associated with this role: Irving, TX. If you are applying to work from a different location, the salary range may vary to align with the cost of labor and market conditions in that area. For applicants from other zones, we encourage you to reach out to us to confirm the relevant salary range for your specific location. Starting pay will be determined by job-related factors including experience, education, and business needs and may be modified at any time.
The Pasha Group family of companies are EOE/AA Employers - Minority/Female/Veteran/Disabled/and other Protected Categories The Pasha Group family of companies are EOE/AA Employers - Minority/Female/Veteran/Disabled/and other Protected Categories
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The Pasha Group
Feb 03, 2025