Job: Call Center Manager

Jobing Description

Description

Summary:
Responsible for recruiting, training and managing a team of inbound sales and customer service representatives and the associated activities that influence their performance. Directs and coordinates business to business and business to consumer services related to the ordering, installation and on-going support of LoJack products and services. Directly manages up to 5 direct reports, with 20 to 50 indirect employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
X Responsible for the daily management of the Call Center, acting as a front-line mentor, manager and problem solver, to enhance customer service efficiency, sales and profitability by working with staff to meet daily, weekly and monthly goals and objectives.
X Identifies opportunities for revenue attainment through inbound call handling and implements programs to achieve revenue.
X Designs bonus or commission plans to support revenue and profitability attainment in the B to C channel.
X Analyze and interpret statistical information; develops and manages call center budget; makes sound, logical decisions in relation to current and future staffing requirements and expenditures.
X Creates and monitors adherence to work schedules and adjusts appropriately to ensure service level, cost and quality goals are met.
X Create call center performance goals and ensure the department s attainment of these goals
X Develops, monitors and coaches Call Center Staff and maintains effective Call Quality standards and measurements within the department.
X Interviews, hires, and conducts performance reviews.
X Prepare, and provide weekly and monthly status/performance reports. Track and trend monthly and quarterly metrics to identify areas for process improvement and continued team education.
X Develop core expertise in center for processes, and programs to support and implement training procedures and programs to ensure ongoing revenue attainment, customer service and center performance is achieved.
X Recommends system enhancements, programs and projects that will improve productivity, efficiency, cost management and overall performance of the call center.
X Acts as customer advocate and responds to internal and external customer inquiries and complaints while identifying root cause for problems and documenting resolution.
X Advises department members of new or revised departmental procedures or products; represents call center and customer services on product teams and technology projects.
X Manages projects key to the success for current and future contact centers requirements.

QUALIFICATIONS:
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 AND/OR EXPERIENCE:
X Bachelor s degree or equivalent management experience.
X Minimum of 4 years management experience in a sales and service call center and knowledge of all call center functions. Multi-site experience desirable.
X Experience with the development of inbound sales program and the associated compensation.
X Excellent analytical, customer service, leadership and management skills,
X Strong verbal and written communication skills.
X Excellent interpersonal skills; able to handle conflict and pressure in an ever-changing work environment; ability to work independently and as part of a national team.
X Provides leadership and direction to build and maintain strong effective teams.
X Strong organizational, time management and problem solving skills along with attention to detail.
X Demonstrated ability to analyze problems, assimilate technical concepts, and develop and implement solutions.

COMPUTER SKILLS:
Microsoft Office with strong Excel skills.
Must have complete understanding of ACD systems and reporting parameters.
CRM or contact management software experience highly desirable.

CERTIFICATES, LICENSES, REGISTRATIONS: N/A

SUPERVISORY RESPONSIBILITIES: Direct supervision up to 5 direct reports, with indirect responsibility for 20 to 50 representatives and call center support personnel.

OTHER:

*This job description is not intended to be and should not be construed as an all- inclusive list of all the responsibilities and working conditions of the position. While it is intended to accurately reflect the position activities and requirements, management reserves the right to modify, add or remove duties and assign other duties as necessary.

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Benefits

In addition to challenging career opportunities, LoJack offers highly competitive compensation and benefit packages including Health and Dental PPO coverage through BCBS, 401k with generous Company Match, 100% Company Funded Basic Life Insurance, AD&D, Short and Long Term Disability, Supplemental Life and AD&D Insurance, Flexible Spending Accounts, College Funding Plan, Discounted Home and Auto Insurance, Employee Assistance Program, Company Paid Time Off, Tuition Reimbursement, Adoption Assistance, Matching Gifts Program, Referral Incentives and Discounts on Company Products.

We are committed to creating a work environment that results in success. We have created a culture that fosters professional development and personal growth, a balanced life and satisfaction through accomplishing measurable goals while securing superior customer satisfaction.