Job Title
Call Center Customer Care Manager
Date Posted
10/10/2018
Location
Boca Raton, FL
Min Salary
$60,000.00
Max Salary
$70,000.00
Job Type
Full-Time Regular
Job Description
Our client has an immediate need for a Call Center Customer Care Manager for someone living in the Boca Raton, FL area or able to commute to Boca Raton. Compensation is in the 60-70k range based on experience with excellent benefits.

Job Title: Call Center Customer Care
Supervisor: Dir. of Sales and Customer Care
FLSA Status: Exempt
Location: Boca Raton, FL

Summary

Achieves business results by using resources efficiently and effectively, setting clear objectives and goals, orchestrating multiple activities as well as developing team members by performing the following duties.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Manages the Operations

  • Oversees department operations, answering questions and recommending corrective services to address customer concerns.
  • Plans, forecasts and ensures necessary changes in staffing are based on day of week, promotions, other anticipated events, and marketing data.
  • Demonstrates an expert knowledge of Company’s business and product offering.
  • Designs and recommends initiatives, setting short and long-term strategies.
  • Reviews/creates reports to assist in the coaching and developing of the team and overall department performance.
  • Always focuses on quality and efficiency; providing suggestions for process improvements, establishing and monitoring projects. Providing technical expertise, direction and review of process change documents and SOPs.

Manages People

  • Staffs team with competent, high-potential performers. Matches individuals to jobs and promotes growth of the team members by providing stretch opportunities.
  • Develops the team by actively supporting the learning and development of new sales and customer service skills. Ensures that training follows the SMART criteria and is always up to date.
  • Establishes an environment conducive to collaboration and teamwork.

Manages Relationships

  • Focuses work efforts on meeting or exceeding customer needs and expectations.
  • Understands and appreciates functions outside their own, and ensures constructive effective cooperation.
  • Impacts the understanding, commitment, and decision-making of others.

Manages Self

  • Demonstrates flexibility and independent thinking.
  • Adjusts to rapid change, multiple demands, and shifting priorities.
  • Responds resourcefully to change and ambiguity.
  • Takes responsibility for seeking out ways to learn and improve.
  • Demonstrates poise and credibility, maintains and projects confidence, exhibits high standards of integrity and decorum. Delivers legendary service through everyday acts of heroism.

Supervisory Responsibilities

Directly manages Supervisor(s) and direct line employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.

Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.

Use of Technology - Demonstrates required skills; adapts to new technologies; uses technology to increase productivity.

Problem Solving -
Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Cooperation -
Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.

Managing Customer Focus -
Promotes customer focus; establishes customer service standards; provides training in customer service delivery; monitors customer satisfaction; develops new approaches to meeting customer needs.

Oral Communication -
Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

Teamwork -
Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

Written Communication -
Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

Change Management -
Develops workable implementation plans; communicates changes effectively; builds commitment and overcomes resistance; prepares and supports those affected by change; monitors transition and evaluates results.

Performance Coaching -
Defines responsibilities and expectations; sets goals and objectives; gives performance feedback; motivates for increased results; recognizes contributions; encourages training and development.

Team Leadership -
Fosters team cooperation; defines team roles and responsibilities; supports group problem solving; ensures progress toward goals; acknowledges team accomplishments.

Delegation -
Delegates work assignments; matches the responsibility to the person; gives authority to work independently; sets expectations and monitors delegated activities; provides recognition for results.

Leadership -
Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others; gives appropriate recognition to others.

Managing People -
Includes staff in planning, decision-making, facilitating and process improvement; takes responsibility for subordinates' activities; makes self available to staff; provides regular performance feedback; develops subordinates' skills and encourages growth; solicits and applies customer feedback (internal and external); fosters quality focus in others; improves processes, products and services.; continually works to improve supervisory skills.

Quality Management -
Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.

Business Acumen -
Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.

Conflict Resolution -
Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.

Impact & Influence -
Pursues and wins support for ideas; displays ability to influence key decision-makers; achieves win-win outcomes; uses authority appropriately to accomplish goals; addresses divergent opinions.
Recruitment & Staffing - Utilizes recruitment sources; exhibits sound interviewing skills; presents positive, realistic view of the organization; analyzes and forecasts staffing needs; makes quality hiring decisions.

Cost Consciousness -
Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources.

Diversity -
Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; builds a diverse workforce.

Ethics -
Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.

Organizational Support -
Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.

Strategic Thinking -
Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.

Adaptability -
Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

Consultative Selling -
Qualifies potential customers; builds rapport and establishes trust; asks questions to discover client business needs; applies product and market knowledge effectively; presents solutions that meet customer objectives; manages and documents sales process.

Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals.; completes tasks on time or notifies appropriate person with an alternate plan.

Initiative -
Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.

Innovation -
Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention.

Judgment -
Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.

Planning/Organizing -
Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.

Quality -
Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Quantity -
Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.

Safety and Security -
Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.

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.

Education and/or Experience

Bachelor's degree from four-year college or university; or over five years related experience and/or training; or equivalent combination of education and experience.

Other Qualifications

5+ years in a leadership capacity in a customer service call center.
Call center management experience preferred.

Language Skills

Fluency in the English language is required. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have knowledge of Aplicor CRM (desired); Five9; Velocify and Microsoft Word, Excel, Outlook, PowerPoint etc.

Physical Demands

  • 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 sit; use hands to finger, handle, or feel and talk or hear. Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus.

Work Environment

  • 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 moderate.

Compensation

60 k-70 k Salary based on experience
Excellent benefits