Manager, Contact Center Resume Samples

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C Kirlin

Clement

Kirlin

1900 Bart Point

Los Angeles

+1 (555) 394 4558

1900 Bart Point

Los Angeles

Phone

p +1 (555) 394 4558

Experience Experience

Los Angeles, CA

Manager, Contact Center

Los Angeles, CA

Rutherford, Douglas and Leffler

Los Angeles, CA

Manager, Contact Center

Proven success in establishing, managing and empowering a global virtual team
Handle personnel issues, including participating in the various steps of the grievance procedure, up to and including arbitration proceedings
Define and support scheduled and ad hoc training in order to improve performance and promote continuous learning
Monitor daily work schedules and assignments for all supervisors, including scheduling work hours, vacations, and overtime
Review monthly individual evaluation reports of employees and coordinate supervisory efforts to counsel/coach employees regarding overall job performance
Review and implement company and departmental practices and policies, as well as making recommendations for changes and improvements
Uncompromising commitment to client and customer satisfaction

New York, NY

Manager, Contact Center Service

New York, NY

Beatty Group

New York, NY

Manager, Contact Center Service

Work with other credit union departments to ensure the workflow or process is providing the best service to the members
BAssist with the development and implementation of specialized projects
Assist with the development and implementation of specialized projects
Participate in the development and implementation of the credit union strategic plan
Participate in coaching sessions to assist agents in expanding their knowledge regarding processes, guidelines, procedures, products, member interactions, systems, sales techniques and credit union values
Review standards and customized Interactive Intelligence reports to analyze statistical data, assisting in the evaluations of call center efficiencies in the following areas: adherence and deviations in schedules, call trends, service levels, abandonment rate and call volume
Create, implement and track games used to boost sales numbers and team morale

present

Detroit, MI

Manager, Contact Center Workforce Management

Detroit, MI

Parker-Prosacco

present

Detroit, MI

Manager, Contact Center Workforce Management

present

Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
Establish performance goals and priorities
Perform supervisory/managerial responsibilities
Advanced knowledge of workforce management and/or resource planning
Conduct benchmarking, trend analysis and other input to drive continuous improvement and elevate service performance
Develop and implement change management solutions
Prepare, conduct and review performance appraisals

Education Education

Bachelor’s Degree in Related Discipline Preferred

Georgetown University

Bachelor’s Degree in Related Discipline Preferred

Skills Skills

Strong leadership skills; operates as a global leader with understanding and appreciation for regional differences
Proven success in establishing, managing and empowering a global virtual team
Positive-minded, collaborative interpersonal skills and leadership qualities necessary to build a cohesive, and focused team
Ability to establish a culture focused on speed, accountability and continuous improvement while building employee-centric repeatable and sustainable processes
Relationship management, coaching and collaboration skills, with leaders at all levels and key stakeholders
Experienced in shaping solutions, with strong communication and collaborative partnership skills with internal and external stakeholders to ensure the effective execution of HR solutions across the enterprise
Experience developing strategies in alignment with functional HR strategy to execute and ensure the availability of resources and best quality service
Develops approaches in alignment with the overall HR strategy in order to execute and ensure the availability of resources and best quality service, for global HR solutions within functional area of expertise
Experience using Service Center technologies, ticket management, knowledge management, telephony / IVR, document management, etc
Leverages critical business and HR analytics and reporting within an HR function to manage and monitor performance and business results

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Senior Manager Contact Center Optimization Resume Examples & Samples

Lead a team of contact center Analysts and Coordinators focused on optimizing and driving improvements all CC functions including but not limited to WFM, Contact Routing, Reporting, Process Development, Voice Analytic, Project and Performance Management
Lead the implementation of strategic initiatives that support the growth of the business and Contact Center
Oversee the contact center trending and process improvement projects while supporting consistent achievement of Contact Center KPIs and improved cost per contact
Leverage business systems to optimize customer experiences by identifying root cause of customer contacts and recommend enterprise level project initiatives or implementing CC solutions
Develop and deliver Voice of the Customer presentations for various levels within the organization
Oversee the analysis of contact interactions related to Speech Analytics program
Work with all areas of the business as a Contact Center liaison to identify, analyze, and mitigate impacted customer experiences
Facilitate ongoing ROI follow-up session, and tracking to evaluate overall progress and the success of new initiatives
Lead internal reporting teams to develop business requirements for contact center reporting and delivery
Provide the necessary coordination between reporting departments and the organization
Provide analysis of department-wide performance metrics; identify and recommend changes in alignment with strategic goals
Develop compelling supporting materials for executive-level presentations, mining data from multiple sources
Support the development of goals and expectations for the team and individuals within the team
Work with Fulfillment Center and Contact Center Sr. Leadership to quickly identify and resolve customer facing opportunities
Research Workforce Management and Analytics industry benchmarks and implement best practices to improve overall performance
Provide leadership on technology decisions for the Contact Center
Lead and participate in the interviewing and hiring process of the team

Senior Manager Contact Center Resume Examples & Samples

Provide on-going coaching, feedback and development to Team Managers to insure successful growth
Provide leadership in the development and implementation of tactical plans and policies for the Contact Center
Ensure staff is supported with communications and feedback mechanisms for the successful dissemination of information required for positive daily performance
Set clear, explicit and measurable goals
Implement actions to train/further leverage our team to build talent from within
Integrate the brand and culture along with customer focus and behaviors into every coaching, contact,

Manager, Contact Center & Metrics Resume Examples & Samples

Solid and extensive knowledge understanding metrics, and translating data into trending observations and recommended solutions
Diploma of post-secondary education in accounting, statistics, human resources, business administration or any related field, as well as three to five years of experience in the position of manager
Experience interacting in a call center support function
Excellent verbal, written communication and collaboration skills
Bilingualism both orally and in writing
Leadership experience to set priorities and generate solutions
Proficient in Microsoft Office (Word, Excel and PowerPoint), advanced in Excel
Leadership with an ability to integrate with a complex and fast paced environment
Human resource background or certification an asset
Knowledge of Blueprints an asset

Category Manager Contact Center Services Resume Examples & Samples

Provide category specific subject matter expertise and insights to internal clients and regular status updates of all projects to leadership
Implement the category strategy by directing sourcing activities and demand initiatives. Develop and lead cross-functional teams to execute on strategy
Financial Services & Operations category management experience (i.e. Contact Center Services, Loss Mitigation and Collections)
Proficiency in Microsoft Word, Power Point, Microsoft

Senior Manager, Contact Center Resume Examples & Samples

Evaluates and reports on key service level metrics/analytics and customer feedback to help drive process improvements, focus on efficiencies, and support a high performing Contact Center
Collaborates with key internal (e.g., GBSI management) and external partners at the company, to help identify opportunities for process improvements, policy changes, and trend analyses surrounding HR and employee transactions at the Contact Center
Develops and implements standard processes and protocols for the Contact Center to help ensure a consistent employee/customer experience. Continually monitors and reviews processes for feedback and identify improvement opportunities
Serves as escalation point for the Contact Center to directly liaise with Senior Management and internal stakeholders as required

Manager, Contact Center Resume Examples & Samples

Manage the medical call center customer service operations (including staff) and the delivery of services to clients.Develops, implements and revises operational policies and procedures to support strategic goals of the call center and the health center
Initiates client surveys and other qualitative methods to evaluate and measure overall medical call center utilization, staff performance, workflow, satisfaction and effectiveness
Monitors and approves provider master schedules and registration databases
Serves as a key resource for call center information
Evaluates and researches customer service incidents and takes action to resolve issues
Develops and manages the call center budget

Manager, Contact Center Resume Examples & Samples

Manage MANILA Regional Contact Center operational activities to achieve target Key Performance Indicators and Service Level Agreements by executing resource planning to ensure availability of staff and support
Manage all inbound channels for MANILA Service Center’s HR GS Customers (Phone, web forms, email, fax, chat, etc.) maintaining proper staffing levels and team member training required for achieving targeted performance standards and service level agreements
Identify opportunities to improve the customer experience by analyzing customer trends for opportunities to increase the usability and accuracy of information available to customers and increasing the volume of services that can be resolved for customers using self-service or during their first contact
Effectively integrates new support requirements into the MANILA Global & Regional Contact Center as they are introduced by HR special projects and initiatives
Resolve complex process and policy inquiries requiring higher level knowledge and authority and/or interaction with 3rd Parties
Manage and motivate team members to achieve and exceed service standards by identifying staff performance gaps, allocating time to listen, monitor and provide constructive feedback for performance improvement
Define and support scheduled and ad hoc training in order to improve performance and promote continuous learning
Maintain transparent communication channel with the Global Request Management leaders by summarizing and reporting on operational updates and issues to the Director, Global & Regional Service Center for support, staff planning and development
Work closely with internal and external MANILA Center colleagues within the delivery team and collaboration with Corporate Services and Local Business Unit
Monitor team member’s resource allocation and performance, ensuring proper assignment of cases and workload balancing to deliver targeted MANILA Contact Center Service Levels including the handling of unusual events including malfunctions with enabling technology
Understand and deliver on the Key Performance Indicators and operational metrics that are critical to managing service delivery in order to achieve MANILA Contact Center Service Level Agreements and meet customer service standards
Manage and monitor operational data and reports daily; constantly communicating performance with team and actively working to identify and implement interventions to maintain service standards
Implement operational practices and reports, including quality audits, standard and ad hoc reports in order to identify issues and take actions to achieve performance goals and targets
Utilize metrics to conduct root cause analysis and implement continuous improvement opportunities to enhance provision of MANILA Contact Center services by reviewing and revising operational processes, policies, and standard operating procedures and work instructions and introduce key improvement plans for execution
Lead team engagement and adherence to a global culture identity for GS HR and establish a set of values to promote achievement and continuous improvement in conjunction with the overall Global Shared Services organization
Leads a culture of inclusiveness and multi-cultural engagement through coaching and feedback to peers and the broader community in HR GS in alignment with the Company's Leadership Imperatives
Develop a strong pipeline of global, diverse talent within the MANILA Contact Center team and across the Request Management team. Enable a Credo-based & High-Performance Culture within team
Provide leadership, direction, coaching, feedback, and, where appropriate, discipline to and through subordinate team members
8 - 10 years progressive Contact Center / Customer Service experience, preferably with a concentration in the delivery of HR Services
Strong leadership skills; operates as a global leader with understanding and appreciation for regional differences
Proven success in establishing, managing and empowering a global virtual team
Positive-minded, collaborative interpersonal skills and leadership qualities necessary to build a cohesive, and focused team
Ability to establish a culture focused on speed, accountability and continuous improvement while building employee-centric repeatable and sustainable processes
Relationship management, coaching and collaboration skills, with leaders at all levels and key stakeholders
Experienced in shaping solutions, with strong communication and collaborative partnership skills with internal and external stakeholders to ensure the effective execution of HR solutions across the enterprise
Experience developing strategies in alignment with functional HR strategy to execute and ensure the availability of resources and best quality service
Develops approaches in alignment with the overall HR strategy in order to execute and ensure the availability of resources and best quality service, for global HR solutions within functional area of expertise
Experience using Service Center technologies, ticket management, knowledge management, telephony / IVR, document management, etc
Leverages critical business and HR analytics and reporting within an HR function to manage and monitor performance and business results
Experienced in development and reporting of HR analytics to manage performance and drive data-based decisions for HR and the organization
Has knowledge of accounting business, financial, and organizational factors in development HR solutions
Experience executing on integrated HR solutions
Strong capability in assessing, hiring, developing and coaching talent; developing a high performing, diverse and sustainable talent pipeline
Strong understanding of HR Operations
High results orientation and ability to motivate team to high levels of performance
Strong knowledge of Human Resource Information Systems and applications (e.g. ERP, HRIS, Applicant Management Systems, etc.)
Ability to provide clear direction quickly and on-demand
Ability to work effectively in a fast-paced environment, handle multiple projects, and daily planned and unplanned operational activities
Can be trusted to maintain confidential information
7+ YearsAdministration

Senior Manager, Contact Center Resume Examples & Samples

A personality that loves, develops and promotes a fun and engaging environment
A strong leader of team who will make decisions and be able to influence internal stakeholders as well as clients
Experienced in leading a large and high profile customer base from a contact center perspective
Hands on experience in the technology and tools with regards to the telephony/contact center practice
Experience with reporting, forecasting, WFM modelling, KPI’s and best practices as applicable in the contact center business
Ability to organize and manage multiple priorities and achieve results
Aptitude to learn our technology and processes to act as a consultant for client engagements
Comfortable running a distributed global team, with a track record of instilling common values and approach
Ability to coach, develop and retain diverse, high performing talent to future leadership roles
Ability to lead process improvement initiatives to optimize operational effectiveness and efficiencies
Appropriate sense of urgency in recognizing and resolving complex issues
8+ years of experience in the contact center business encompassing specific experience as a department head
Strong budgeting, forecasting and workforce planning expertise as needed in a large scale contact center
Experience in HCM outsourcing is not vital, however would be beneficial in this role
Responsible for leading a contact center team in the US and overseas who provide high quality service to Managed Services customers from implementation through ongoing support
Provide leadership and expertise to 4-6 direct reports and based on our growth projects lead an overall team of circa 80 colleagues
Liaise closely with Operational Director/Managers to ensure that all contractual requirements are met and that any new business/service expansion opportunities are maximized
Consistently deliver against target driven and budgeted metrics
Manage the budget for the department as a whole encompassing the forward looking forecast and YOY efficiencies
Lead presentations with prospects highlighting the value proposition tied to the contact center
Partner with internal service delivery teams, 3rd party vendor support and sales teams on current issues, service standardization, CRM system functionality, escalations and future forward processes
Work with product management and Dayforce support teams on product innovation and enhancements that will improve the products and services we provide to our clients in relation to the contact center
Works closely with internal Managed Services team members to deliver operational excellence to drive the customer experience and department profitability
Proactively pursues issue resolution to minimize potential escalations
Responsible for year-round compliance and control efforts
Manages, leads and directs Overseas Team providing ongoing daily support and subject matter expertise

Manager Contact Center Resume Examples & Samples

Manages team of first line supervisors for the call center associates in one or more sites. Works to develop employee’s supervisory skills, evaluates performance and provides feedback, and oversees resolution of employee relations issues
Develops and tracks compliance to quality and service standards
Works with Call Center Director to develop strategic business work plan goals. Tracks and periodically reports progress to senior management. Assist with Budget Planning
Works with Operations Manager to analyze operations and efficiency of the call center. Recommends process improvements
Oversees hiring and training of new associates
May facilitate tours for client visits. Special projects as needed
5-8 years relevant experience or Master’s Degree with 3-5 years relevant experience
General PC knowledge including Microsoft applications and call center platforms
Demonstrated understanding of operating a call center including ability to manage average call time, response time, and call volume. Knowledge of the PBM or healthcare industry required. Ability to motivate employees, handle difficult employee relations issues and create a culture that supports high employee morale. Focus on quality customer service. Demonstrated ability to meet multiple deadlines and manage heavy workload. Excellent verbal and written communication skills. Ability to handle sensitive or confidential information is critical

Manager Contact Center Resume Examples & Samples

25% Sets or assists in setting department priorities and directly manages supervisors towards the achievement of department objectives and goals
25% Works through direct reports to maintain excellent service level, monitor performance and ensure that business unit performance meets established expectations. Identifies variances and creates effective plans that provide timely resolution to performance gaps
20% Acts as escalations path for complex customer concerns and periodically conducts real-time call/e-mail or chat monitoring and coaching in order to enhance service quality and increase productivity and department performance. Evaluates real time monitoring that supervisors conduct and provides guidance to these direct reports on performance trends and recommended solutions
15% Contributes to continuous improvement initiatives by tracking customer issues, identifying patterns and root causes and then executing recommended solutions. Continuously evaluates procedures, policies, strategies and systems with the goal of maximizing customer satisfaction and retention
15% Ensures positive working relationships and effective communication, and ensures that associates are equipped with information critical to the success of their roles. Builds and develops an effective high performance team. Works through direct reports to ensure competence and continuity of qualified CSR�s through optimum selection, training and development, appraisal and motivation techniques

Manager, Contact Center Resume Examples & Samples

Implement the strategies necessary to achieve the initiatives set forth in the Department Business Plan as they relate to the delivery of productive and quality customer service, including the preparation and review of various departmental reports
Handle personnel issues, including participating in the various steps of the grievance procedure, up to and including arbitration proceedings
Review and implement company and departmental practices and policies, as well as making recommendations for changes and improvements
Receive and resolve difficult customer contacts that require interventions and decisions by higher level supervision
Confer with other departments to coordinate departmental practices and resolve conflicts
Review monthly individual evaluation reports of employees and coordinate supervisory efforts to counsel/coach employees regarding overall job performance
Direct and monitor Contact Center Supervisors activities
Monitor daily work schedules and assignments for all supervisors, including scheduling work hours, vacations, and overtime
Provide leadership and support across The Laclede Group’s enterprise applications
Prepare and deliver status reports to Leadership Council
Participate in Information Technology Steering Committee Ability to lead by example in support of the Company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectives
Ability to adapt in a fast-moving and changing culture
Preferred Bachelor’s degree (i.e. business, communications, marketing, etc.) or related experience preferred
Preferred experience of two years of call center managerial experience preferred
Understanding of basic financial principles and human relations skills, proper telephone techniques and basic customer service procedures as would be obtained through general office work experience
Thorough knowledge of company policies pertaining to customer service, installation, construction, billing, meter reading and collections
Proficient in the operation of a PC and applications associated with work functions in the department
Thorough knowledge of company policies pertaining to Public Service Commission rules, deposit requirements, collection, and service and installation procedures
Good judgment and decision-making skills in accordance with established practices and procedures
Accuracy in giving instructions to employees and other Company personnel regarding customer account information and maintenance and in adhering to Public Service Commission rules and regulations
Ability to work hours and days, including evenings, weekends and holidays, as necessary or desirable to meet business needs
A minimum of two years of experience of supervisory experience in a call center environment

Manager, Contact Center Workforce Management Resume Examples & Samples

Forecast contact center volumes and contact durations for short and long term staff planning purposes
Partner with other business units and vendors to improve procedures, resolve problems, and implement initiatives; presents conclusions and recommendations to management
Serves as change management lead for business unit; apply change management principles and knowledge to develop strategies including organizational assessments, stakeholder analysis and change roadmaps and plans
Develop and implement change management solutions
Ensure business unit awareness of Navy Federal products, services, marketing, promotions, policies and procedures
Manage and direct operations and ensure targets, service level agreements and corporate objectives are met
Oversee branch strategy, establish priorities and set goals; evaluate and implement standards to ensure alignment with department/organizational objectives
Serve as strategic advisor to senior management
Develop, mentor and counsel staff
Ensure section/branch goals and objectives align with division/department strategy
Ensure efficiency of operations
Leadership Level - Manage staff &/or supervisors
Provide overall leadership to large strategic projects or programs
Bachelor's Degree or the equivalent combination of training, education, and experience
Significant experience in applications/systems analysis, workflow or procedural analysis
Significant experience in supervising and leading employees
Significant experience in workforce management software
Advanced knowledge of contact center industry procedures, policies, practices and automated systems
Advanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling
Advanced knowledge of thought leadership in providing vision and strategic thinking around a full range of technical decisions and issues
Advanced knowledge of workforce management and/or resource planning
Advanced analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
Advanced developing and implementing programs in a leadership role
Advanced skill communicating complex technical concepts to non-technical audiences
Advanced skill in project management to include establishing and leading project teams; managing

Assistant Manager, Contact Center Resume Examples & Samples

Bachelor’s degree (BA, BS)
3-5 years of experience as a Trainer / Quality Analyst / Tech Developer in a customer facing department, or equivalent combination of training and experience
3-5 years of experience with MS Dynamics CRM or Zen Desk CRM Application
Have an energetic, forward-thinking, and creative approach with high standards
Ability to take action and develop structure with limited information
Sound technical skills, analytical ability, good judgment, and strong operational focus
Possess highly developed organizational, interpersonal and communication skills, with ability to act as both a team player and as a mentor
Ability to read, analyze and interpret the most complex data
Ability to respond effectively to the most sensitive inquiries or complaints
Ability to make effective and persuasive presentations with various tools
Have experience effectively managing and coaching teams of 10+
Shift: 2pm-10pm(flexibility depending on the candidate)

Manager, Contact Center Resume Examples & Samples

Oversee and lead the development, training, and performance management of all Contact Center personnel, working closely with the Contact Center Supervisor in maximizing output of the team and ensuring high levels of customer satisfaction
Evaluate and reports on key service level metrics/analytics and customer feedback to help drive process improvements, focus on efficiencies, and support a high performing Contact Center
Collaborate with key internal (e.g., HRS management) and external partners at the company, to help identify opportunities for process improvements, policy changes, and trend analyses surrounding HR and employee transactions at the Contact Center
Develop and implements standard processes and protocols for the Contact Center to help ensure a consistent employee/customer experience. Continually monitors and reviews processes for feedback and identify improvement opportunities
Serve as escalation point for the Contact Center to directly liaise with Senior Management and internal stakeholders as required
Work with HRS and WB technology to help develop and implement contact center technology
Develop and maintain strong vendor relations

Manager, Contact Center Resume Examples & Samples

A minimum of 10 years of responsible leadership experiences in management or supervisory positions
A minimum of 5 years of managing operations in a contact center environment
The successful candidate will have demonstrable some management experience in the following Call Center technology
Influential in promoting the customer perspective, previous customer advocacy experience required
Proven ability to manage people, processes, and technology
Experience in developing a team in a contact center, while meeting all operational and financial objectives
Should possess strong management leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elements
Demonstrated experience coaching and developing individuals
Ability to influence and motivate others
Excellent leadership and developmental skills
Demonstrated success managing new initiatives while meeting operating and budgetary requirements
Must have strong technical, project management, implementation and process improvement skills
General business acumen, including reporting and analysis, presentation skills, and organizational abilities
Ability to thrive in a dynamic team environment
Demonstrated knowledge of WEX business, programs, procedures, and systems, a plus
Demonstrated knowledge of web-based service applications
Proficiency with web-based applications and MS Office
Ability to establish performance criteria and to test and audit against that criteria
Exceptional work ethic, ability to prioritize tasks based on business need
Ability to recruit, lead, and retain a productive, effective group of employees
Strong organizations and time management skills
Proven decision-making abilities
Self-motivated/self-directed, persistent and detail oriented
Experience in contact center sales is preferred

Manager, Contact Center Resume Examples & Samples

3 – 5 Years of supervisory experience required
High School Diploma or equivalent, Bachelor’s degree preferred
Comprehensive Contact Center knowledge including excellent understanding of operating levers and customer satisfaction drivers
Experience with Contact Center systems and processes, preferably including reporting, quality assurance, knowledge bases, customer surveys, and case management
High School Diploma or equivalent, Bachelor's degree preferred

Manager, Contact Center Resume Examples & Samples

Provide assistance in budget preparation if needed and maintain expenses within budget for area of responsibility. Completes special projects as assigned by director or executives
Provide leadership and support across Alagasco’s enterprise applications
Related Duties –May perform duties of other managers or supervisors in their absence as needed
The above are representative of the level and kind of duties and responsibilities which are assigned to this position. As workload or availability of personnel require, the incumbent perform, either temporarily or permanently, other duties which are similar or related

Manager, Contact Center Service Resume Examples & Samples

Provide a staff capable of accomplishing the objectives and achieving the goals of the Contact Center Service, by using a targeted hiring approach maintained through consistent contact with the Recruiting team
Ensure staff has been adequately trained by fostering an open dialogue with the Employee Development department as it relates to agents progress with defined benchmarks. Including required assistance in the training of new and specialized products, processes and systems
Participate in coaching sessions to assist agents in expanding their knowledge regarding processes, guidelines, procedures, products, member interactions, systems, sales techniques and credit union values
Develop and guide the CAO Contact Center Service Team Lead to ensure member satisfaction, improved call efficiency, low abandonment, increased revenue through cross-selling and promotional programs and improved employee product knowledge and training. Implement processes and systems that will generate optimal efficiencies resulting in increased productivity and revenues
Analyze department and individual performance matrices and proactively identify, develop and implement strategies to improve sales, quality, productivity, retention, risk detection, as well as profitability
Compose and deliver comprehensive annual reviews in a timely manner for all staff, and adjust compensation as needed
Assist in the formulation and implementation of goals and incentive plans which align with the strategic goals of the credit union
Create, implement and track games used to boost sales numbers and team morale
Discuss and evaluate each agent’s individual growth path, using a realistic approach and in-depth knowledge of other credit union departments
Take necessary disciplinary action pertaining to attendance and job performance, where the action is delivered both verbally and in writing
Organize and lead two hour-long bi-weekly team meetings to discuss changes, improvements and successes
Maintain, review and approve time cards and PTO counts
Work with escalated members to reach a resolution beneficial to both the member and the credit union
Responsible for creating and maintaining Contact Center guidelines, processes and procedures. Along with communicating changes to other credit union departments
Assist Contact Center groups in handling member requests
Responsible for creating and maintaining the team budget
Develop and support a strong sales and service culture throughout the credit union
Responsible for the level of service received by members to include hold times, abandoned calls, member service skills of staff and other quantitative measurements
Review standards and customized Interactive Intelligence reports to analyze statistical data, assisting in the evaluations of call center efficiencies in the following areas: adherence and deviations in schedules, call trends, service levels, abandonment rate and call volume
BAssist with the development and implementation of specialized projects
Cultivate an environment of trust, teamwork, self-confidence and ownership
Participate in the development and implementation of the credit union strategic plan
Promote honest and open communication throughout the credit union
Demonstrate behaviors that are consistent with the credit union values, philosophies and leadership characteristics
Work with other credit union departments to ensure the workflow or process is providing the best service to the members
Responsible for the daily operations of the Contact Center Service
Bachelor’s degree preferred, or a minimum of 5 years leadership experience in a contact center or financial institution
Extensive CommunityAmerica leadership experience preferred, in the areas of servicing, current lending guidelines and regulations, ebranch support, and outbound sales
Knowledge of sales, service management and leadership practices
Ability to lead, motivate and coach a group of individuals towards individual, team and organizational goals
Develop and maintain relationships with many different kinds of people regardless of race, culture or creed
Ability to identify and remove barriers
Flexibility/Responds promptly to shifts in direction, priorities and schedules
Ability to build and maintain the trust of others
Approachable/Caring Nature/Demonstrates sincere interest in others
Knowledge of credit union services and products
Ability to communicate effectively in writing and orally
Ability to resolve interpersonal conflict and miscommunications
Knowledge of spreadsheet software and ability to use word processing software
Knowledge of FMLA guidelines
Must be able to be bonded
Must be able to be NMLS certified
Prior lending knowledge preferred
Team lead or assistant manager experience preferred

Manager Contact Center Resume Examples & Samples

Manages the activities of the department. Ensures that priorities/tasks are completed on time
Identifies and resolves operational issues using well-defined/documented processes, expertise and judgment
Ensures that performance standards are met in accordance with the (SLA). Coaches team to meet and/or exceed performance goals. Measures performance and makes promotional and disciplinary decisions
Assists in the development of a consolidated operating budget. Makes efforts to control costs while seeking ways to increase productivity, improve quality and enhance revenue
Hiring responsibility for operations associates. Provides career/professional development to new and existing team members
Keeps abreast of new developments in area(s) of responsibility and ensures timely communication to team
Responsible for internal and customer initiated audits, regulatory reviews and customer certifications (HEDIS and NCQA)
Manages operational programs to provide information necessary to improve production. Works with Work Force Management to ensure staffing allocations are managed and assigned based upon production and SLAs
Performs other job related duties and projects as assigned
Adheres to ACFC policies and procedures
Supports and carries out our Mercy Mission & Values
College degree (BS/BA) or equivalent work experience required
Previous call center management experience required
Minimum of 3 years’ experience in healthcare, managed care or insurance industry environment required

Manager Contact Center Resume Examples & Samples

Minimum of 5 years of experience in Healthcare, Managed Care or Insurance industry environment required
5-8 years of progressive experience in healthcare delivery required
Previous Customer Service, Call Center or Claims Production environment required

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