Worked consistently with HR Manager to assure company policies and guidelines were met regarding employee leaves, attendance and discipline. Improved staff morale through the implementation of incentive programs, employee events, and improved employee relations. Led a team of 135 telemarketers, 7 subordinate managers and 2 trainers to achieve daily sales goals. Provided comprehensive on-the-job-training and created seminars to updated current staff members on updated policies and procedures. Prepared and analysis internal reports as well as clients reports relating to quality standards, contract compliance and profitability. Managed multiple teams in Customer Service Department in 200+ seat high volume commercial and personal insurance inbound/outbound call center. Provided leadership and direction to four supervisors, two team leads, and 39 indirect reports. Created IVR (Interactive Voice Response) scripts and implementation. Managed daily operations assuring optimum cost controls and maximizing productivity. Analyzed Call Center team metrics in order to structure and maintain productivity & sales goals. Supervised 3 Customer Service Representatives, setting performance goals and conducting mid-year and end-of- year evaluations. 3. Analyzed results, presented recommendations for improvement to management team and implemented process improvements. Added 20 percent increased sales by utilizing Live Person as sales tool to engage internet prospects. Managed a $12 million annual budget as a part of an Evergreen cost-plus partnership. Developed Workforce Management direction and staffing plans to meet service and efficiency goals center-wide. It’s essential for successful call center management, but few managers put enough time and energy into hiring the best employees for the job. 7. Managed and supervised 16 direct reports in a customer service call center which takes calls for 26 different corporate clients. Motivated and coached a specific team of 15, maintaining and improving specific sales and performance goals. Assisted in compilation and design of SOP & training materials. Performed business analytics for process, customer service improvements and to maximize agent efficiency and performance levels. Evaluated call volume trends using Avaya CMS and Symon Community to adjust staffing on a real-time and historical basis. Managed the overall performance analysis of existing contact lists and programs. Utilized ACD equipment to provide call statistics and monitoring results to President and CEO of the company. In our example, we expected three pumps to be produced, but only two were completed. Senior managers must be self-starters with initiative and discipline. Supervised a team of 50 Registered Representatives answering inbound calls from 401(k) plan participants. Managed a call center of 50+ customer service and sales representatives in a fast paced, high volume environment. Developed staffing plan to ensure service levels were achieved and communicated scheduling/hiring needs to Call Center AVP. Remained updated on emergency procedures and promptly report equipment failure and interact with technical support to troubleshoot problems. Managed escalation calls from supervisors, providing excellent customer service to meet customer needs. Provided professional development and coaching to employees including administering monthly performance reviews. Maintained an 89% attendance show rate, which resulted in consistent achievement of service levels and call handling goals. Through coaching, you can share best practices and new policies and procedures. Received and screened a high volume of internal and external communications, including email and in person. For example, let us say two pumps were completed on Monday. They offer support when needed and pull back to let agents perform. Facilitated customized cross training opportunities to 105 staff members. Surpassed established SLA goals by providing training, scheduling for optimal coverage and utilizing phone system reporting for forecasting call volume. Monitored and evaluated workforce management and schedules to accommodate full coverage of forecast call volume. In addition, off-site agents can often be better trained because the automated training systems can be set to allow zero tolerance for performance deviations. Top Call Center Manager Skills. Processed all credit card payments, all Internet inquiries that included sales and assisted Director of sales as needed. Managed the day-to-day operations of Billing Adjustment analysis and Business Process Improvements for Customer Service. Analyzed Organizational Service Levels and abandonment rate against department goals. Designed training programs to better provide exceptional customer care, monthly reports, and quarterly meetings as well as employee evaluations. Launched new phone system, created QA process, created standard operating procedure manual and training manual for company. Created daily reporting which resulted in improved and more efficient tracking of daily key performance indicators. Managed all aspects of the day- to-day operations including both human resources and call center technology. Conducted the performance management process and provide input and direction on career development. Trained BellSouth Provisioning Department, management and non-management, on CPNI (Customer Proprietary Network Information) regulations and procedures. Established and enforced performance standards. Provided leadership in the development of the daily operations of a call center and sales team of more than 50 employees. Managed call center quality standards via monitoring, calibrating, and monthly reporting on the call center quality department's findings. Worked toward increasing overall performance levels of the team as a whole. Analyzed ACD statistical data & made staffing recommendations based average queue answer/hold time, abandoned rate and overflow ratios. This is necessary for remote agents. Avoid favoritism. Ensured supervisors coached employees to increase customer satisfaction and compliance with all company policies. Performed weekly reviews of payroll data entered by 15 - 20 employees, checking for accuracy before giving final approval. A successful call center is composed of highly competent customer service reps—a fact that good leaders must keep in mind when they look for new hires. Analyzed the customer complaints and worked in the root cause of each case to ensure effective and long-term problem resolution. Trained and learned a new and challenging owner based sale program exceeding company goals and expectations. Trained all sales associates in the 800 Loan Yes, Direct Mail and Internet Sales groups. Increased monthly accuracy call scores from 92% to 98% through performance management and monthly auditing. 5. Top Assistant Call Center Manager Skills. Managed over 100 employees with 7 supervisor teams in customer care, billing and sales. Make sure that standards are objective, accurate, and suitable. Now, if you’re a manager of a call center or part of a team tasked to develop training for call center staff, you’ll probably already aware of the basic do's and don'ts of call center training. Influenced site leadership to post team results to drive overall performance. Exceeded To make sure that information is legitimate, audit your information collection process from time to time. Established job responsibilities and center(s) goal, and managed overall performance. Worked directly with Sales, Marketing, Warehouse and Executive Offices to achieve sales goals and Call Center targets. In the traditional classroom setting, call center agents meet in a classroom and are taught by one to several instructors on the methodologies and expectations of their new work environment. Performed daily analysis of statistical data to identify trends in individual and overall performance. Verified payroll information for all call center employees and submitted information to human resources. An excellent call center manager must be an organized, reliable and results-driven professional. Developed action plans and created and monitored performance evaluations. Supervised daily operations of team who answered calls, made stock market trades and changes for the Annuity Product. Created Forecasting, scheduling, adherence, attendance, time-off, payroll reporting and tracking for Overnight Processing team. Helped to establish product up-selling initiatives and improve sales techniques for the inbound CSR. Assisted the reps on the floor with any questions they had about billing and MACD orders. Maintained team performance through coaching and development and assure the achievement of service levels for the call center. In virtual agent training, agents learn about call center processes, structure, and workflow via virtual or online classes, usually hosted on the Web and accessible from multiple locations. You can monitor the quality of performance in numerous ways. For example, 22.5% of Assistant Call Center Manager … Managed employee s time bank like vacation, sick, and personal in the Time force system for payroll. Exceeded 98% of performance goals by monitoring agreement adherence, identifying and resolving issues. Established, performed and instructed personnel on training programs for the available product set, and managed technical support resources. Created monthly sales incentive contests, motivating agents to exceed company goals. Your rewards and recognition program can include weekly contests, monthly prizes, and annual prizes. Analyzed all systems mentioned to pin point areas of opportunity for each CSR. Managed 5 Customer Service Representatives and 10-15 Technical Support Representatives. Established call coding system for inbound calls to analyze volume and proactively identify potential problems during acquisition programs. The Ability to Create a Process Vision. Incorporated strategic planning to ensure subordinate recruiters and trainers were fully trained in appropriate hiring practices. Directed technology implementations and recruitment, staffing/training of 250+ temporary/permanent managers and customer service representatives. Directed the hiring, training, or performance evaluations of marketing or sales staff and oversee their daily activities.SALARY HISTORY. Researched, created and implemented documents to improve workforce processes and facilitate information flow. Monitored standards of performance for the operation and managed the staff to achieve performance standards, through accountability and consistent coaching. Handled escalated customer complaints and provided problem-solving resolutions. Designed and evolved training materials, processes and software changes as our business model evolved. Received and screened a high volume of internal and external communication, including mail correspondence. Developed several daily operations reports which highlighted areas of focus for improving business requirements to effectively guide management and fundraisers. The project manager role Redesigned IVR functions to increase traffic while reducing customer wait times. Recognized for outstanding delivery of quality customer service with numerous customer support awards and personal commendation letters from customer base. In remote monitoring, the call center agent is monitored by a peer. Conducted monthly meetings with outside vendors; reviewing technical issues, customer issues, and overall performance of related programs. Communicated with employees outside of the Department to better understand the service needs of internal and external customers. As a call center manager, you must also have excellent customer service and communication skills. It is important to monitor call center agents frequently. Monitored / mentored staff for performance, quality assurance, service level agreements, group/individual statistics and overall performance. Call centers can be stressful places. Modified the Call Center call distribution to an ACD format (automatic call distribution). Developed and instituted continuous customer quality standards, goals, and metrics, using CRM strategies. Assumed responsibility for existing outbound telemarketing organization consisting of 5 Master Call Centers with approximately 300 seats. Managed all Call Center operations including technical support and website inquiries. Succeeded in keeping sales in line with company goals and vision.. Needed Leadership Skills for Call Center Management. Implemented strategic plan to effect cultural change from reactive to proactive sales to compete with intensive competitive environment. Managed and trained to direct reports to assist in creating additional reports per agent for scorecards and reviews. Provided direction, coaching, and training to Supervisors and Counselors to promote professional development. Identified and tracked key performance indicators to aid in company development and growth. Managed a staff of 5 direct and 140+ indirect reports with a strong focus on Key Performance Indicators. Your employees will know the difference. Created Professional Development Class Counseled staff 1:1 as needed to motivate them and keep them at peak performance levels. Maintained all aspects of Avaya VoIP S8700 switch including vectors and call routing for local and remote call center staff. Managed Cisco and Avaya phone systems and 1. Supervised 60 employees Managed Supervisory staff of 3 along with 28 CSR's in the call center. Disciplined, negotiated and oversaw personal telemarketer sales goals. Provided professional development opportunities and mentoring to team members ensure consistent success in meeting and exceeding aggressive sales goals. Acted as an English translator for visiting dignitaries and guest of the Kawasaki Government. Below we've compiled a list of the most important skills for an Assistant Call Center Manager. Worked with workforce management to identify call volume trends and maximized ways to improve qualifications. Developed and administered annual budget, and maintained full compliance with internal and external legal and industry mandates. Monitored daily operations to ensure quality and productivity metrics met customer standards. Organizational structure Managed, monitored & adjusted work levels of the customer service department of twenty+ CSR's. Supervised payroll and commissions processing. • Coaching applications must bookmark call segments that need attention and annotate quality evaluations with comments. Established performance goals, providing focus and performance reviews, and supported team and individual employee development. Created initiatives to strive for on-line performance, to assure service levels and client objectives are met within the client contract. There are several ways to monitor call center agents, such as side by side, remote, peer to peer, customer perspective, and voice of the customer. Performed short/mid/long-term strategic planning including: staffing, call volume, answer speed, and call center growth. When it comes to ensuring a call center is performing at its best, management is key. Maintained Compliance with nursing standards, company policies and shared principles when providing clinical assessments and health education. Managed 15 Customer Service Representatives, monitored phone calls, tracked call volumes and implemented procedures to ensure customer satisfaction. Call center managers have to be on their toes all the time. Real Time Management: Staffing and Service Levels. Executed all hiring, training and performance evaluation of staff; accountable for disciplinary actions and firings. Improved inbound service levels to 97.5% answered within 30 seconds by creating and analyzing daily production phone reports. Directed and led a diverse group in call center environment, providing customer service and servicing internal and external customers nationally. Collaborated with Senior Management to develop short and long-term business and strategic plans and organizational structures within the Call Center. Created and administered annual employee performance reviews. Created and developed company new hire training program, as well as updated training for all current staff members. Participated in the selection of strong, productive staff members and actively engaged in employee coaching and development. Supervised and managed a team of 35-50 Customer Service Representatives in a culturally diverse, high volume call center environment. A plan helps to identify and evaluate situations that are clearly unplanned. Initiated and completed projects for upper management, resolved customer complaints/ inquiries. Assisted the Human Resources Department with hiring, scheduling, staff development, training and coaching. Moved from tech support agent to managing 30 seat call center for mainstream internet service provider. If they know that their work at the call center will lead to further career growth, they are more likely to be invested. Managed success and customer service level of over 90 employees in a high volume call center environment. Partnered with outside departments to optimize support across key areas including HR-related issues, policies and guidelines, and training programs. Compiled the overall performance Statistics of the entire call center to manage the duty roster. When you control a project or process, be sure to begin by identifying characteristics. Needed Leadership Skills for Call Center Management. Developed and implemented cross-selling tools and incentive programs. Coordinated agent schedules and operations; clearly defined performance standards; managed departmental service level. Interacted with clients to establish quality objectives and measurements methods (KPIs). Assessed calling numbers every day, and took the action needed to achieve performance goals. Professional/Technical technique: For any position, technical technique is one of requirements to complete the assignment in correct way and high quality. Created an internal Project Management approach for the Customer Care Department that improved Service Levels, and Customer Satisfaction. Served on a 6-10 person task force, which successfully implemented an interactive voice response (IVR) system. Soft skills… Directed large team developing several direct reports advancing their careers. Conducted weekly staff meetings to review established procedures, prioritize issues and communicate appropriate information. Evaluated and performed performance appraisals on Supervisors under my chain of command. Initiated the new Customer Care Center in accordance with departmental mission and growth plan. Provided translations of technical manuals and international customer support. Simply knowing how to run a call center isn’t enough for success. Operated workforce management software; developed and maintained daily reports. If you are a project manager with limited position authority, you can compensate for this lack of authority through clear communication, excellent decision-making skills, and an ability to lead the project team. Recruited, hired, trained and developed customer service representatives and junior supervisors. Excellent time-management skills, organizational skills and the ability to accurately complete all reports on a timely basis Superior conflict resolution and negotiation skills When controls are subjective, your personality may influence your evaluation of performance and make it less than accurate. Developed the National Engagement Center strategy and implementations, including financial control/budgeting, quality assurance, workforce management and personnel. You can manage a call center's performance by checking his or her speech performance. Team member roles Trained customer care representatives to elevate service skills and achieve high levels of client retention / loyalty. Developed and implemented structured Training Programs in each department including special bi-lingual units for the entire organization. Implemented a team environment to allow management to focus on individual representatives and create a healthy, competitive workforce. Utilized Benchmarking and innovative skills to ensure service excellence to internal & external customers. Selected and implemented the AVAYA BCMS Vu product. Managed 30 employees in a high volume call center facility, provided quality standards for services and evaluation of customer satisfaction. 2. Monitored training team performance, coached for improvement, and ensured that training team followed department and company policies and procedures. Identify and record what takes place. Exceeded company goals by over 10% for the first 9 months of operation. Delegated outbound calls that needed to be completed to staff members to ensure timely completion. Directed and managed all aspects of daily business functions including budgeting, human resources and recruitment. Conducted performance evaluations to determine pay increases. Monthly prizes enable you to highlight the performance of key call center agents, thus boosting morale and encouraging call center employee performance. Administered quarterly and yearly performance reviews. This can be as simple as encouraging employees to take breaks or more elaborate by establishing designated relaxation areas and scheduling massage therapy appointments during peak periods. Each decision must be backed by a strong rationale. Led the planning and development of two start-up call centers to allow for increased volumes and reduced costs per call. Hence, the more comfortable and at ease with one another people can become, the better. Do this by mechanical or human means. Without planning, there can be no control. Created and executed metrics with a monthly/annual plan for evaluating positive/negative performance reviews. Be sure to use your coaching application to share best practice clips based on real examples of service and sales excellence, which is helpful for peer comparison and support. Exceeded all SLA directives of ASA, Abandon rates, AHT and Customer Satisfaction. Developed the project plan for the QMS project, recruited and hired the QA (Quality Assurance) staff. Developed and reviewed content for Fidelity's knowledge database, and created Fidelity CSR call flows. Sustained optimal technician performance levels via strategic manipulation of the performance 1. Supervised Call Center staff of fifteen receiving telephone inquiries and providing technical support. Coordinated district change projects for the Avaya and Cisco phone system conversions. Developed and implemented policies, procedures and process improvements to enhance efficiency and effectiveness. Maintained and ensured adherence to company policies, including quality performance and attendance requirements. Call centers can be busy and often cramped areas. The fundamental principles of contact center management that equip call center management professionals to build exceptional operations and careers. Established and maintained the highest overall performance scores since the onset of the partnership with T-Mobile. Operated Call management system; monitored 3 separate call centers and provided with analysis weekly/monthly reports. Managed payroll, human resources, client services, accounts payable, and monthly client billing. Trained call center representatives and management on new phone system usage and reporting features and documented all processes. Developed all training materials for department including PowerPoint presentations, documents, flow charts, workshops and comprehensive process manuals. Minimize the difference between your standard and actual results. Created and implemented individual development plans for direct reports. Implemented Automatic Call Distribution (ACD) system and designed Call Handing option tree. This method of training is often used for remote and work-at-home agents. Addressed all performance concerns and issued appropriate disciplinary action in accordance with company policies and guidelines. Performed quality agent observations, develop and review performance levels, identify areas of improvement, and implement performance measurements. Managed, trained and mentored 20 Customer Care Representatives in a 24x7 call center. Maintained personnel performance records, weekly scheduling and time-off requests, disciplinary actions, and special accommodations. Call Center Operations Manager Skills and Qualifications: Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management… Established and monitored performance goals and expectations of all Customer Service and Delivery Specialist personnel. 2. Compare your expectations to what is actually done. Hence, having a clear process to manage frustrations is necessary. 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