Call Center Manager Job in South San Francisco 94080, California Us

CALL CENTER MANAGER
 

UGL Services Unicco Operations Co. is a facilities services company with headquarters in Auburndale, MA. The company has over 18,000 employees in the US and Canada, with revenues of $800 million and provides a broad range of services to corporate, industrial, manufacturing, educational, commercial, and retail clients. UGL Services Unicco Operations Co. is a “Safety First” company.

UGL Services Unicco Operations has an immediate opening for a Call Center Manager in South San Francisco, CA.

 

 

Statement of the Job

 

The Call Center Manager is responsible for the overall operations and quality control of the call center and Customer Service Representatives. Also reporting to the Call Center Manager are the Maintenance Planner/Scheduler(s).

Responsibilities

 

Manages and directs all aspects of incoming call center operations.

Implements and reviews call center policies and procedures.

Develops and monitors quotas for service volume and timeliness.

Familiar with a variety of the field's concepts, practices, and procedures.

Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks.

Leads and directs the work of others. A wide degree of creativity and latitude is expected.

Supervises, trains, and develops representatives; resolves conflicts; ensures work product consistently meets established standards; and takes required corrective/developmental action to remedy deficiencies.

Provide leadership and motivation for all employees by communicating core beliefs and values.

Inspect work activities to ensure workers are following prescribed procedures to meet quality standards.

Review and evaluate documentation to ensure that processes are performed according to quality standards.

Assign, or delegate responsibility for specified work to meet standards.

Interact with all departments to meet standards and to ensure optimal productivity.

Carry out supervisory responsibilities in accordance with UGL Unicco policies and procedures.

Responsibilities will also include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Communicates with customer to determine total scope of work and priority of the work to be performed.

Identifies resources and materials required to execute the requested work. May verify the availability of the resources prior to scheduling the work, or arranges for appropriate alternatives.

Responsible for implementation of all policies and procedures established by UGL Unicco and the customer.

Qualifications

· Bachelor’s degree or equivalent in related field and three to five years’ progressive experience.

· Knowledge of building trades, property management, craft skills, and engineering or comparable industry experience desired.

· Proficiency with various computer applications, including Microsoft Office and CMMS systems.

· Strong communication and presentation skills, both written and oral.

 

We offer an excellent benefits package and paid holidays/vacation. Background check and drug screen required.

We are an EOE M/F/D/V.

Please visit our website at www.unicco.com or www.uniccoplantservices.com

“UGL ServicesTM is a trademark of UGL Limited. Unicco® is a registered trademark of UGL Services Unicco Operations Co.”


Job Code : 2747
Division/Department : UGL Unicco