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Call center manager Jobs in Minneapolis mn
- Promoted
National Call Center Manager
PCs for PeopleSaint Paul, MN, US- Promoted
Call Center Medical Assistant
Minnesota Women's CareSaint Paul, MN, US- Promoted
- New!
REGISTERED NURSE | EMPLOYEE HEALTH SERVICES CALL CENTER
CentraCare HealthMN, United States- Promoted
Call Center Associate (Remote)
D Aceto Services LLCMinneapolis, Minnesota- Promoted
Supervisor - CDC Call Center (temporary)
MAXIMUSMinneapolis, MN, United StatesBilingual Call Center Representative
Beacon HillMinneapolis, MinnesotaCall Center Specialist
Lunds & ByerlysSt Louis Park, MN, USA- Promoted
Outbound Call Center Rep- $22-24 / hr
Ultimate StaffingPlymouth, MN, United StatesSupervisor - CDC Call Center (temporary)
MaximusMinneapolis, MN, USCall Center Representative
EquinitiUS - Minnesota - Mendota Heights- Promoted
Call Center Representative
American Income Life AO - Alyssa ContrerasMinneapolis, MN, US- Promoted
Call Center Representative
Premier Disability Services, LLCBrooklyn Park, MN, United StatesHospital Prog Call Center Rep
Children's MinnesotaEdina, Minnesota, United States,Call Center Representative
Ultimate Staffing ServicesMinneapolis , MNCall Center Support Rep
CDK GlobalMinneapolis, MN, USA- Promoted
Call Center Representative - Work From Home
Hall AssociatesMinneapolis, Minnesota- Promoted
Remote Call Center Representative
LiveopsMinneapolis, Minnesota, United StatesNational Call Center Manager
PCs for PeopleSaint Paul, MN, US- Full-time
Job Description
Job Description
Description :
National Call Center Manager
About the Role
The National Call Center Manager position supports customer service activities across multiple sites by directing and overseeing team members and resolving customer questions or complaints. Duties include consistent delivery of quality support, maintaining the professional health of your team, and sharing customer insights with the company. The National Call Center Manager reports directly to the CEO. The ideal candidate is metrics-driven, but appreciates the personal touch of excellent service. They will thrive in a demanding, fast paced environment and have the opportunity to show workflow creativity to implement solutions.
Please note this role will be onsite .
Key Role Responsibilities
- Provide day-to-day supervision of 12-15 team members on their daily work using performance metrics and company processes to ensure team members are performing in-line with company standards across multiple locations remotely
- Coach team members in areas that include training and development, communication, enforcement of company policies and procedures, performance evaluation, and occasional written documentation of team member performance issues.
- Document 1 : 1s and hold direct reports accountable for attendance and performance expectations
- Maintain Contact Center CPH (Calls Per Hours) and EPH (Emails Per Hour) metrics for individual employees and overall group
- Create and maintain call forecasting data to determine future hiring and scheduling needs
- Maintain weekly schedule to ensure adequate intraday phone and email coverage
- Monitor queue SLA performance & schedules, making intraday adjustments as needed
- Handle escalated calls, complaints, questions, and queries as necessary
- Answer Client questions over phone & email about a variety of topics including program eligibility and PCs for People services as needed
- Interface and engage with direct reports to assist with answering questions, guidance, and supervision.
- Design and present work improvement and direct report developmental opportunities that promote individual, team, department, and company growth
- Improve the Client experience by understanding and focusing on what’s important, measuring results and driving the necessary actions to improve
- Assist with individual and small group PCs for People projects
- Know and enforce the policies and procedures of the CS team
- Assist in other tasks as needed
Requirements :
Desired Skills / Qualifications
Benefits
We are a growing non-profit and expect this position to drive continued growth. We have a casual, fun, team-oriented environment. We offer full health benefits (medical, dental, vision), 401k matching, disability insurance, life insurance, and flexible PTO.
Equal Employer Opportunity.