Call Center Operations Manager

Position: Call center Operations Manager 

Duration: Full-time + Benefits+ Bonus 

Location: Ewing, NJ 

Direct client: Immediate interview 

Monthly Expectations: 2 weeks in Ewing, 1 week in Newark, approximately 1 week in Chicago.” (Travel expenses will be reimbursed)

Job Summary: This position will have direct accountability for the Call Center Workforce Management team. Manager will ensure that we provide high levels of service by leading the long term and short term staffing models and monitoring daily call center activities. This position is at the primary owner/liaison between call center operation and systems to ensure systems run effectively and that projects are implemented as expected. Another key focus for this position is to lead all call quality initiatives including the improvement of first contact resolution and repeat call rates. The position reports directly to the Senior Director of Shared Services.

Responsibilities:

• Responsible for the management of 8-12 FTE’s.

• Ensure the most efficient/timely workforce coverage for call volumes applying queuing theory.

• Forecast and Plan for call volumes and capacity models by type and team (internal and external partners).

• Drive to achieve world class call metrics (Average Speed of Answer, Average Handle Time, First Call Resolution, Top Level Quality, etc.)

• Lead the team on key telephony/customer service projects.

• Lead operational support for key telephony system issues (like IVR, AVAYA, Verint).

• Develop strategic planning for key corporate initiatives (like Healthcare Reform).

• Develop daily, weekly and monthly call reports that are utilized by front line agents up through senior leadership.

• Develop telephony reporting processes that provide accurate and timely information and analysis.

• Lead the call center quality improvement initiatives that include raising first contract resolution and lowering customer repeat call rate.

Education/Experience:

• Requires a Bachelor's Degree from an accredited college or university.

• Call Center Support Experience minimum of 5 years.

• Leadership Experience minimum of 5 years.

• Advanced Microsoft Excel Skills.

• Healthcare Experience a plus.

Skills and Abilities:

• Experience with Electronic Call Center Workforce Management Systems such as: 

o Avaya Centervue

o Avaya CMS

o Verint WFO Suite

Understanding Call Center Queuing Theory