Senior Call Center Manager

Duties:

• Oversee daily operations of the call center to deliver tier-based services, including scheduling, training, and performance evaluations.
• Oversee the design and development of a call/contact center that supports incorporates the use of the Microsoft Dynamics CRM system to handle customer interactions, cases, and maintain the knowledge base.
• Lead the integration and set up of Interactive Voice Response (IVR) system to automate call routing and offer self-service options to customers
• Analyze call center metrics to identify areas for improvement and implement corrective actions.
• Manage and supervise a team of customer service representatives, providing guidance and coaching to ensure exceptional customer service.
• Foster a positive and productive work environment, promoting teamwork and collaboration.
• Develop and maintain relationships with internal stakeholders.
• Ensure compliance with stakeholder policies, procedures, and regulatory requirements.
• Develop and implement projects to improve call center operations, including process improvements and technology upgrades.
• Coordinate with other departments to resolve customer issues and improve overall customer satisfaction.
• Provide exceptional customer service and handle escalated customer issues.
• Maintain a strong knowledge of the company's products and services, as well as industry trends and competitor activity.

Skills:

• 10+ years proven leadership experience in a call center or customer service environment, preferably a federal government related contact center.
• Must be PMP (Project Management Professional) certified.
• Strong analytical skills to analyze call center metrics and make informed decisions.
• Bilingual or multilingual, with proficiency in English and one or more other languages.
• Excellent customer service skills, with the ability to handle customer complaints and concerns.
• Experience with customer service software and technology like Microsoft Dynamics 365 CRM.
• Expertise in integrating and managing a comprehensive knowledge base to assist agents in resolving common issues efficiently.
• Ability to manage and motivate a team of customer service representatives.
• Strong project management skills, with the ability to manage multiple projects simultaneously.
• Ability to communicate effectively with customers and internal stakeholders, gathering requirements, and providing regular project updates.

Experience

• Microsoft Office: 10 years (Required)
• Sales: 1 year (Preferred)
• Managing Call Center: 10 years (Required)
• Call Center set up: 10 years (Required)