Call Center Sales Manager I

Apply by eMail:15056411.185@jobfrenzy1.com

Description:
GENERAL FUNCTION: This position requires management of Call Center Supervisors. Must ensure that all departmental goals and objectives are met. Handles and provides follow through on complex customer and service related issues. Develops strategic plans to achieve departmental goals and objectives. Provides assistance to supervisors in the development of scorecards, the quality monitoring process, and implementation of strategic initiatives to meet performance goals. Manages the strategic objectives for Supervisors and production outcomes. ESSENTIAL DUTIES and RESPONSIBILITIES: * Plans, assigns and monitors the workflow of Call Center Supervisors maintaining optimum efficiency and cost effectiveness while ensuring that production and service standards are met and maintained. * Promote sales culture and ensure that the staff receives proper training to demonstrate abilities to sell and cross-sell to reach own individual/team sales goals. Follow Bancorp marketing initiatives and local sales promotions within guidelines provided. * Ensures that the area is sufficiently staffed, and that the staff is adequately trained. * Determines training needs for advanced skills to keep the call flow covered appropriately. * Reviews area operational procedures, making recommendations to improve productivity. * Responds to questions from customers and internal staff members regarding area activities. * Maintains daily, weekly and monthly reporting of departmental activity. * Troubleshoots issues and problems within assigned area, resolving complex problems with more senior management. * Assists in the evaluation and recommendation of resources needed to accommodate increases in volume due to mergers, acquisitions, centralization, and new business. * Responsible for promoting teamwork and the cross training of employees. * Ensures appropriate escalation of customer service, operational and/or employee problems. * Manages the attendance of subordinates and ensures accuracy of hours work prior to submitting payroll information to the payroll department. * Administer all human resource policies and procedures in a fair and consistent manner. * Perform all work in accordance with established health and safety procedures. * Create and implement strategic plans for improve team(s) performance. * Assist in the development of scorecard standards. * Manages the quality monitoring process and offer suggested improvements. * Assists in identifying internal/external rotations for develop of subordinates. * Manages departmental initiatives/projects and provides feedback to management (i.e., surveys and referral programs). * Perform any other duties as assigned. * Assists in defining process improvements and efficiencies. SUPERVISORY RESPONSIBILITIES: Responsible for providing employees timely, candid and constructive performance feedback; developing all employees to their fullest potential and provide challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

This job provides relocation assistance.

This job provides visa sponsorship.

Requirements:
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED: * Bachelor's degree or equivalent experience required. * 2-3 years previous management experience or equivalent preferably in a customer service environment. * 2 years customer service experience. * Excellent verbal and written communication skills. * Experience with Microsoft office products, such as Access, Word, Excel, PowerPoint and Outlook. * Leadership skills, initiative, a detail orientation, strong analytical skills, and decisive decision-making skills. * Ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management. * Ability to multi-task and be flexible.

Education: Not Specified

Experience: Not Specified

Travel: None

Apply by eMail:15056411.185@jobfrenzy1.com

Job Created: Wed Sep 02 2009 04:27:29 AM
Last Modified: Thu Oct 22 2009 04:28:28 AM