Manager Job in Waco, Texas US
Manager
To supervise a team of call center representatives specifically for retention/conservation, appraise work performances, monitor and assist reps in all daily phone and follow-up duties; record and track production levels and standards of each rep. Will be available to handle difficult or escalated calls. Acts as a liaison between Customer Service and other departments for customer complaint resolution. Motivate and maintain a positive atmosphere for the reps. Communicate and analyze progress of programs and problems or concerns with the Department Head and assist with problem resolution and in developing procedures and guidelines for the Department. Primary · Work flexible call schedule; primarily responsible for outbound retention/conservation reps; will help with inbound reps as needed · Manage call center representatives and call performance. · Develop reps to ensure that all departmental goals are met efficiently and effectively. · Set team performance goals/metrics and follow established compensation structure. · Build and apply incentive contests for additional motivation and team building. · Ensure that tests and policy changes instituted by department perform as expected, while identifying and eliminating the cause of any adverse trends. Communication · Communicate with Trainer to ensure each rep has had the proper training prior to being placed on call floor. · Identify and communicate with Trainer low performing reps for additional or refresher training. · Communicate with each and every rep in a professional and respectful manner. · Communicate with other departments to ensure that all retention/conservation procedures are followed/deployed. · Communicate with other call center functions (customer service, QAC) to ensure best practice policies are followed. · Handle Difficult or escalated calls for all reps. Administration · Assign all new hires a workstation including PC and Profile set up along with all passwords. · Update call center seating chart ?" ensure coordination of desk sharing with POS. · Monitor, audit and score representative ??s calls (silent, live and side by side). · Complete monthly report cards and Performance Evaluations as well as handle disciplinary actions. · Reconciles and approves payroll and incentive compensation with Payroll Technician. Evaluate new employees for advancement to next level of career path Knowledge, Skills, Abilities Computer proficiency in Microsoft Office products. Excellent oral and written communication skills with the ability to write clear and concise instructions. Ability to set clear direction in retention/conservation function. Ability to speak effectively before groups of employees. Must have the ability to give honest and productive feedback. Strong planning and organizational skills. Manages processes, prioritize work, and meet deadlines Results-oriented. Education · Bachelor ??s Degree preferred. · Prior management experience required. · Minimum 3 years experience in telemarketing/sales/retention/call center environment. Life insurance or financial industry experience preferred Physical Requirements Heavy PC and phone usage. Frequently stands, walks and/or sits for extended periods of time. Very fast-paced working environment. Must be able to work Monday thru Friday from 12:00 noon ?" 9:00 pm.