Call Center Manager

Company: American Institutes for Research
Location: Columbus
Posted on: December 6, 2019

Job Description:

Call Center ManagerJob LocationUSJob ID11362Job LocationUnited StatesCategoryHelp Desk/Call CenterOverviewAIR Assessment focuses on providing our clients with customized K-12 assessments that not only measure student achievement against state standards, but also provide meaningful score reports that can help students, parents, and educators address any areas of student weakness. Our environment is fast-paced and requires people at all levels who are willing to roll up their sleeves to get the work done on time while maintaining high quality.We have a leadership opportunity available for a Client Service Center (CSC) Manager to join the team. in Columbus, OH..and.nbsp; The CSC Manager is responsible for providing leadership for all the activities associated with our external customer service Call Center. ResponsibilitiesEstablish and apply CSC processes and best practicesEstablish and maintain the CSC shift schedule in order to deliver an exceptional client experienceEstablish and maintain appropriate staffing levels through the usage of both historical data and future anticipationsCoach the team to ensure the quality of the client experience meets the appropriate standard and fosters problem solving and critical thinkingEnable and motivate team members to deliver exceptional client experiences through ongoing support, development and positive reinforcementEnsure continuous improvement of the client experience by investigating and addressing root causes in a way that benefits the client and the businessAdhere to proper training methodologies and provide training for staffHire and train CSC agents so they can demonstrate proficiency in accepting and processing client requestsProduce regular management reportsCommunicate project status and issues with program managementClearly communicate personnel concerns so that a consistent and fair environment is maintainedUtilize standard help desk metrics to track and manage the process and meet contractual deadlinesThe team consists of 100-150 Tier-1 customer service and technical staff with responsibility to support and resolve requests from our clients spread across multiple states. The successful manager will need to ensure the Client Service Center agents are reaching their daily expectations and call escalations are minimized through effective training and support.QualificationsCandidates must at minimum have a Bachelor's degree and at least 5 - 7 years Call Center experience, with at least 5 years in a management/supervisory role. Must have a strong working knowledge of Call Center management methodologies and software support systems; experience with 8x8 preferred. Additional qualifications include strong interpersonal, communication, presentation and problem-solving skills. Good leadership skills to coordinate, oversee and lead team/project members. Must enjoy working in a team environment.*LI-KS1All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.

Keywords: American Institutes for Research, Columbus , Call Center Manager, Executive , Columbus, Ohio