Contact Center Sales & Service Manager II

Description

The Manager II, Contact Center (CC) Sales & Service manages the day to day activities of a fast paced, multifaceted inbound call center, leading a team of Representatives both on site and remote. Primary Responsibilities :

• Lead a team of high-performing and engaged employees through effective people leadership practices including regular communication of performance expectations and feedback to employees to maintain high team performance; provide coaching and corrective action as required; actively support employee professional growth and development
• Facilitate and / or lead team, leadership and cross-functional meetings
• Evolve and effectively lead through change management in a fast-paced environment
• Develop team members by identifying and implementing professional growth planning
• Coach other Managers in new leadership techniques through company provided trainings and professional development
• Articulate, demonstrate, and coach to company standards, member service, accountability, accuracy and sales
• Provide operational, technical, and soft-skill support to Inbound Call Center Representatives both on-site and remote
• Effectively analyze statistics and reporting to identify opportunities and initiate action plans
• Assign and implement strategic sales plans to achieve organizational goals
• Participate in the interview and hiring process, actively partnering with Recruiting
• Assist Workforce Management in maintaining service levels by monitoring queues, forecasting, and coaching teams to call center metrics

Experience and Education Requirement :

Location : Rocklin Corporate Office - Rocklin, CA 95765 Target Compensation in Rocklin, CA : $82,000 - $96,000 + monthly incentives Benefits options include :

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