Senior Call Center Manager

Definition and Examples of Work

• Oversees customer service centers to keep business rules, policies and procedures current and in alignment with organizational goals and direction.
• Oversees daily call center operations, including staffing, scheduling, and workflow management.
• Monitors key performance indicators (KPIs) such as call handling time, resolution rates, customer satisfaction scores, and adjusts staffing and processes to ensure targets are met or exceeded.
• Develops Call Center and Customer Service policies and procedures related to operations, performance goals, and training needs to drive consistency and quality in customer interactions.
• Identifies and implements process improvements to optimize efficiency and quality of service.
• Manages escalated customer issues, providing guidance and resolution to ensure customer satisfaction.
• Analyze performance metrics and prepare regular reports for senior managing, highlighting areas of success and opportunities for improvement.
• Collaborate with other departments, including marketing and communications to ensure alignment on customer service initiatives.
• Work with IT and vendor partners to troubleshoot and resolve technical issues, enhancing the efficiency and reliability of the call center system.
• Manages efforts to grow electronic accounts programs.
• Oversees inventory of fulfillment supplies (i.e. transponders, starter kits, envelopes etc.)
• Responsible for development of departmental staff including hiring, training, coaching and development, performance management, and corrective feedback processes.
• Manages departmental budget.
• Additional duties may be assigned as business needs require.              

Latitude and Impact of Position

This position works independently and as part of a team, including providing input and problem solving with others to complete tasks. The position delegates to others, provides coaching and training in both a formal and informal manner, and is responsible for providing performance feedback. Makes decisions involving hiring, firing, promotion, and all other status changes. Negotiation and persuasion is used with both internal and external customers and vendors. Decision making is typically done independently in regard to decisions affecting the department, and collaboratively makes decisions with other departments regarding organizational policy. Provides recommendations involving write-off, waiver of charges, or contractual commitments. Successful completion of job tasks impacts operating costs, customer satisfaction, internal system, external company image, and internal policies and procedures.

Work Environment

The work environment described here is representative of the general work environment for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Primarily works in office environment while using computers and related peripherals and other office equipment.

QUALIFICATION

Required Knowledge, Skills and Abilities

• Strong leadership and team management skills.
• Problem solving and critical thinking skills.
• Strong written and verbal communication skills to a variety of audiences.
• Effective project and personnel management skills.
• Knowledge of PCI requirements.
• Proficiency in call center software. 
• Strong analytical skills and experience with data-driven decision making.
• Understanding of legislative and government processes.
• Ability to develop metrics for department performance.
• Experience with office equipment such as copiers, scanners, Windows/iOS computers and peripheral equipment.
• Ability to manage a budget.
• Ability to work in a fast-paced, dynamic environment.

Preferred Knowledge, Skills and Abilities

• Knowledge of industry best practices in customer service and call center operations.
• Experience in implementing process improvements and managing change effectively.
• Familiarity with workforce management software and tools.
• Basic, working knowledge of all aspects of business and transportation industry.
• General understanding of video conferencing software.
• Proficient with computer use and Microsoft Office products including Word, Excel, PowerPoint and Outlook.
• Experience in public administration, government, public relations, and/or transportation industry preferred.

Required Education and Experience

• Minimum 5 years of experience in call center management.
• Minimum 10 years total in call center.
• Bachelor's degree in business, communications or related field preferred; equivalent experience will be considered in lieu of degree.

Certification, License, Registration

• Valid driver license

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit for long periods of time (or stand with elevated desk, if preferred)
• Standing or walking to other areas of the building (continuous)
• Occasional standing, walking, bending, twisting, turning, kneeling, squatting, and reaching overhead with hands and arms.
• Must be able to hear, listen, and talk continuously.
• Ability to see up close and visualize computer screen (continuous), and see at a distance, adjust focus and identify and distinguish colors and shapes (frequent)

Other Requirements

• Frequent travel in state to call centers (4-5 times/month)
• Periodic travel out of state (1-2 times/year)
• Work beyond normal office hours (generally 5-10 hours/week)
• On call 24/7 for urgent customer issues.
• Varied work schedule.