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Call Center Manager

Company: Cofiroute USA
Location: Corona
Posted on: November 22, 2021

Job Description:

We focus on maintaining a positive quality of life and work balance for all employees. Our ultimate goal is to provide such an environment in which you will enjoy coming into work daily! We recognize talent, effort and dedication and we reward these distinctive qualities.SummaryReporting to the Customer Service Operations Manager, the Customer Service Manager will be responsible for the managing the Customer Service Supervisor and QA/Training Lead, along with running the day- to-day operations for our Customer Service Call Center, Walk In Center, and Transponder departments located in our Corona facility. This position is responsible for the consistent achievement of key performance indicator metrics and managing the operations for the entire CSC, their direct reports, and staff in a manner that ensures fair, consistent, and best-in-class support for our employees and customers.The Customer Service Manager will utilize a continuous improvement mindset and operational effectiveness to manage a broad range of voice, email, face to face, chat, text and online service support channels. They will be responsible for instilling a "can do" and customer focused attitude in every employee, thus creating a culture that is characterized by Commitment, Accountability, Respect, Excellence and Empowerment.DUTIES/RESPONSIBILITIESPEOPLE MANAGEMENT

  • Motivate, coach, develop and support direct reports; ensure leaders are effectively overseeing their teams and/or meeting job expectations in a timely manner
  • Conduct documented weekly & monthly 1:1s, and daily hands on support
  • Develop and track goals and standards of performance for each team role
  • Manage staff relations, including performance management, and employee satisfaction
  • Ensure administrative bookkeeping and reports are accurate and up to date; create and maintain files on each employee's performance as they relate to attendance, productivity, quality monitoring, CSAT, FCR, and documented notes and/or write ups pertaining to employee interactions/disciplinary discussions
  • Conduct disciplinary actions, including terminations
  • Overseeing the monthly incentive program/pay for performance
  • Lead the development of effective rewards and recognition programsOPERATIONS
    • Handle the coordination of recruiting for the CSC and partners with Supervisor to interview candidates
    • Develops policies and procedures
    • Point person for On-boarding and Off-boarding of employees, manage facility access forms and desk assignments
    • Point person working with IT; escalating IT issues and communications to the appropriate people
    • Perform adhoc reports and analysis to improve overall performance of contact center and gain understanding of business trends.
    • Create, monitor and analyze daily, weekly and monthly management reports and dashboards
      • General oversight of timecards and payroll for the department
        • Create timely action plans when department targets and KPI's are not met
          • Assist with the design and implementation of performance improvement initiatives, processes, programs and technologies designed to deliver measurable and sustainable results
            • Create and update SOPs
            • Conduct monthly leadership meetings to review month-end results with Customer Service Supervisor, Training Lead and Team Leads
              • Translate business strategies into deliverable objectives for direct reports and staff
                • Prepare reports for Senior Management
                • Partner with CS Operations Manager to hold quarterly Town Hall meetings with entire CSC staff
                  • Generates all Telephony, Chat, Text, WIC and Transponder KPI and timely activity/results reports, providing productivity and call-volume reports to the Customer Service Operations Manager fpr daily huddle.WORKFORCE MANAGEMENT
                    • Leverage workforce management software, Injixo to review data, design plans and measure results and trends to provide forecast
                    • Implement contact center optimization, staffing levels, and continual improvements to increase efficiency and effectiveness
                      • Manages Time Off request/ADP Approvals, Sick Line, Vacation Calendar,
                        • Manage Schedules and Attendance Tracker for all employees
                          • Assist with maintaining service level requirements in accordance with Cofiroute"s objectives and KPIs
                            • Monitor and manage real-time stats and partner with leaders to implement actions as needed and in a timely manner
                            • Make adjustments to productivity reports when reps are on Training, Front Counter etc.
                              • Schedules trainings, meetings, and other off-phone events
                              • Manages intra-day staffing levels and determine most effective levels for staffing adjustments; ensure schedules are updated and communicated.
                              • Creates core staffing requirements and schedules based on historical trends
                                • Proactively offer overtime, voluntary time off, training times etc, based on trending patterns and volumesQUALITY ASSURANCE & TRAINING
                                  • Partner with Quality Assurance Manager and QA/Training Lead to ensure expectations are aligned
                                    • Responsible for meeting CSC Quality Assurance, First Call Resolution and CSAT monthly KPI expectations
                                      • Provide direction, development, and tracking of reporting pertaining to QA, FCR and CSAT initiatives to ensure daily, weekly and monthly expectations are being met
                                      • Provide guidance and direction on scoring guidelines for final decisions related to QA scoring disputesCOMMUNICATION
                                        • Ensures clear communication up and down the organization
                                        • Facilitate the communication of new information to all Supervisors, Leads, and CSRs on a timely basis, ensuring understanding and consistency of handling by all assigned employees.OTHER DUTIES AND RESPONSIBILITIES
                                          • Meets deadlines and follows up in a timely manner
                                            • Act as a team player and role model for all employees
                                            • Is back up for Customer Service Operations Manager
                                            • Model expectations of punctuality and attendance
                                            • Interact with third-party vendors as processes require
                                            • Ensure overall client satisfaction and respond to client for requests to support business reviews and proposals
                                            • Present information clearly, professionally, and error-free
                                            • Handles escalated calls when complex customer issues cannot be solved by Customer Service SupervisorQUALIFICATIONS
                                              • Strong understanding of call center and customer service metrics
                                              • Full understanding of process improvement methodologies, project planning, and documentation
                                              • Proven experience with using email, phone, text, and live chat to manage the call center operation
                                              • Proven leadership and interpersonal skills, plus a demonstrated ability to manage, develop, and motivate a team of up to 25+ CSRs, and direct reports consisting of Supervisors, QA/Training Lead and Team Leads
                                              • Excellent oral and written communication skills, including the ability to present to senior leadership
                                              • Outstanding organizational skills with the ability to juggle multiple projects and priorities; must work well in a dynamic, fast paced work environment
                                              • Strong analytical abilities to facilitate proactive performance, goal achievement, and bottom-line objectives
                                              • Proven experience and understanding of California state laws around employee relations, ADA, FMLA, LOA and HR policies
                                              • Proficient at all applicable computer software, i.e., Word, Excel, PowerPoint, Outlook, as well as IVR/ACD/contact center reporting and VOIP platforms
                                              • Must possess the ability to train, manage, and motivate staff members
                                              • Strong business acumen, with the ability to use good judgment
                                              • Long-sightedness: understands solutions for current problems but also thinks ahead, tries to prevent problems that may arise in the future
                                              • Time-management skills: be able to prioritize workload and delegate tasks when needed
                                              • Coaching skills: be able to train and develop their team members
                                              • Ability to motivate and engage others
                                              • Organization skills
                                              • Conflict resolution skillsEDUCATION/EXPERIENCE * BA/BS required, or equivalent work experience with proven track record
                                                • Minimum of 5+ years of experience, managing complex multi -channel, multi- function contact center
                                                • 5 years of experience leading a customer-focused team within a fast paced environment
                                                  • Ability to deal with ambiguity and uncertainty
                                                    • Thrives in changing business environment, flexible and committedPreferred, but not required:
                                                      • Previous Toll experience is a plus
                                                      • 2-5 years experience implement or working on projects
                                                        • Previous Training, Quality Assurance and Workforce Management experience
                                                          • Bilingual in Spanish
                                                          • revious experience with Genesys, Proponisi, and InjixoCOMPANY BENEFITSWe offer a comprehensive benefits package designed to help our employees meet their responsibilities at home and at work, and to improve their quality of life. Depending on your employment status you may be eligible for all or some of the benefits offered.
                                                            • Medical, Dental and Vision Insurance after 30 days of employment
                                                            • Company paid Basic Life, AD&D, Short Term & Long Term Disability
                                                            • 401(k) Retirement Plan with company matching
                                                            • Paid Vacation, Sick and Holiday pay
                                                            • Employee Assistance Program
                                                            • Flexible Spending Account Plan
                                                            • Tuition Reimbursement Program''Work Remotely NoJob Type: Full-timeBenefits:
                                                              • 401(k)
                                                              • 401(k) matching
                                                              • Dental insurance
                                                              • Disability insurance
                                                              • Employee assistance program
                                                              • Flexible spending account
                                                              • Health insurance
                                                              • Life insurance
                                                              • Paid time off
                                                              • Tuition reimbursement
                                                              • Vision insuranceSchedule:
                                                                • Monday to FridayWork Location: One location

Keywords: Cofiroute USA, Corona , Call Center Manager, Executive , Corona, California

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