Contact Center Sales and Service Manager

Description

The Manager, 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
• Develop team members by identifying and implementing professional growth planning
• 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
• Evolve and effectively lead through change management in a fast-paced environment
• Facilitate team and leadership meetings which may include partnering with other business units
• Implement new leadership techniques through company provided trainings and professional development
• Actively participate in cross functional meetings

Experience and Education Requirement :

Location : Rocklin Corporate - Rocklin, CA 95765

Schedule :   40 hours per week Monday-Friday; various shifts available starting at 6 : 00am and ending at 6 : 30pm to support a work / life balance

Target Compensation in  Rocklin, CA : $79,000 - $87,000 annually + monthly incentive

Benefits options include

First Tech is not currently offering Visa sponsorship or transfer for this position

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