CUSTOMER RELATIONS - CALL CENTER MANAGER
Roanoke , VA
Share
Posted 1 day ago
Apply Now Processing...
Email Job
Apply Now Processing...
Email Job
Job Description
JOB POSITION: CUSTOMER RELATIONS-CALL CENTER MANAGER
Division: Customer Service & IS
Status: Non-Exempt
Grade: 18
Job Code: 223
Reports to: Billing Manager
Date: 07-07-22
Revised Date: 00-00-00
Last Reviewed Date: 00-00-00
SUMMARY OF JOB
Plans, directs, coordinates, and oversees all activities, services, and operations of the
customer relations group. Develops objectives for the call center's day-today
operations and analyzes the call center statistics to ensure goals and objectives are
being met. Responsibilities entail accountability to reach productivity, efficiency and
quality assurance goals through monitoring, mentoring and coaching of the customer
relations representatives. Determines call center operational strategies by evaluating
team results and objectives. Maintains and improves call center operations by
monitoring system performance and identifying and resolving problems through
process re-engineering. Must have five (5) or more years of experience in managing
a call center environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Includes the following. Other duties may be assigned or scheduled.
* Manage day-to-day operations of the customer call center.
* Manage call center queues for most efficient management of handling call center
calls. Assists with answering calls during high volume periods.
* Develop clear strategies, goals and tactics to improve efficiency and provide an
exceptional level of customer support as well as maintaining a sustainable
workload for the call center team.
* Daily and monthly reporting of key performance indicators and adjust operations
accordingly to meet objectives.
* Manages evaluation of calls to proactively identify quality assurance issues and
process improvements.
* Assists staff with difficult customer and account issues. Handles customer
escalations.
* Continually looks for business process and technology improvements to find more
effective ways of meeting objectives.
* Enforces General Business Rules and Regulations and Standard Operation
Procedures and communicates changes to staff.
* Identify quality assurance problem areas for retraining of staff.
* Maintain strong relationships within the call center team.
* Hire, train, monitor, coach and motivate call center staff.
* Actively work with call center staff for career progression.
* Ensures staff is trained to treat call center calls and inquiries in a professional,
courteous, accurate and efficient manner.
* Develop monthly reports for call center for reporting to management and the
board of directors.
* Assist with or perform special projects.
* All other duties as assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential
duty satisfactorily. The requirements listed below are representative of the
knowledge, skill, and/or ability required. Reasonable accommodations may be made
to enable individuals with disabilities to perform the essential functions.
* Must have experience managing a call center.
* Must have a proven track record of impactful business process re-engineering
resulting in productivity gains.
* Must have experience setup, managing and monitoring call center software.
* Ability to look at the big picture and spot improvements or identify potential
problems before they arise.
* Must have excellent problem-solving and conflict resolution skills.
* Must have strong analytical and organizational skills.
* Must possess strong leadership skills and have supervisory experience.
* Must have a strong commitment to quality customer service.
* Must have a high level of experience in analysis tools such as Microsoft Excel
and Business Intelligence (PowerBI, Tableau).
* Ability to make decisions and multitask under pressure.
* Must have excellent communication skills, both verbal and writing.
* Ability to establish and maintain effective working relationships with co-workers,
other Water Authority departments and the general public.
* Must possess and maintain a good work ethic with a strong emphasis on good
attendance, reporting to work on time, completing job assignments in a timely
manner, maintaining a good work attitude, performing all job duties as assigned
and/or scheduled.
EDUCATION and/or EXPERIENCE
Bachelor's degree plus five (5) or more years of related experience or equivalent
combination of education and experience. Must have five (5) or more years of
experience managing a call center. Must have one (1) or more years of leadership
experience.
CERTIFICATE, LICENSE, REGISTRATION REQUIREMENTS
Must possess a valid Virginia driver's license or have the ability to obtain one within
60 days of employment date. No more than six (6) demerit points on driving record
if required to drive Water Authority vehicles.
PHYSICAL DEMANDS OF THE JOB
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.
* While performing the duties of this job, the employee is regularly required to walk,
stand, and sit; use hands to finger, handle or feel; reach with hands and arms;
talk and hear.
* While performing the duties of this job, the employee is occasionally required to
stoop, kneel, crouch, bend, climb, balance, crawl or reach overhead.
* Specific vision abilities required by this job include ability to adjust focus. If
corrective lenses are noted on driver's license, the lenses must be worn when
operating Authority vehicles.
* Repetitive movement using keyboard and/or office equipment is involved.
* Employee must be able to sit for an extended amount of time at a desk or
workstation.
* Employee must regularly lift, carry and/or move up to 10 pounds and occasionally
45 pounds. Assistance is required on weight amounts above those listed. Failure
to do so could result in injury and denied Worker's Compensation benefits.
WORK ENVIRONMENT ENCOUNTERED IN THIS JOB
The work environment characteristics described here are representative of those an
employee encounters while performing the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the
essential functions.
* The noise level in the work environment is usually low.
* Employee is subject to normal work conditions as required in an office setting.
* Employee may occasionally be subject to exposure to moderate or high noise
level, extreme outside weather conditions, uneven, steep, slippery terrain
conditions, dusty conditions and wet and/or humid conditions.
GENERAL STATEMENT AND SELECTION GUIDELINES
The above statements describe the general nature and level of work assigned to in
this job position. They should not be construed as an exhaustive list of all job duties
or tasks performed by personnel so classified.
The following will identify the selection guidelines for job placement:
* WVWA application
* Rating of education, experience, training and qualifications
* Reference checks
* Interview with WVWA management team
* Applicant must pass a pre-employment physical and drug/alcohol test
* A criminal background check and social security number verification will be
performed. The results must match information provided by the applicant on the
WVWA application
* Job related test might be required and would be administered to all applicants
applying for the position
Read More
Apply Now Processing...
Job Summary
Company
Western Virginia Water Authority
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
5 years