Job Title: PM Call Center
Manager
Organization: NATIONAL RELIEF CHARITIES, INC.
Location:
Salary: 28,000-34,000
FT Regular
Job Description:
Evening Call
Center Manager
General
Position Summary:
Acts as a
front line trainer, supervisor and problem solver for day and
night shift
call center agents. Responsible for directly managing night
shift agents and
is held accountable for the nightshift production. This
includes hiring,
firing and taking disciplinary action.
This position requires learning how
to do a telephone agents job so that you
may competently train new agents and
provide ongoing assistance to veteran
agents. It will include not only being
trained as an agent in the initial
stages of employment, but also working on
the phone so you know the position
well.
Essential Functions:
Supervise, motivate and coach a team
of call center employees
Ensure agents are adhering to the training they have
received and are
following NRC policies and procedures.
Administer daily
quotas, incentives and contests. Review reports and take
appropriate steps to
improve agent productivity and ensure agents are
meeting quotas.
Monitor
agents side by side and remotely. Document performance and provide
feedback
on a daily or weekly basis, whichever is applicable. Instruct
agents on
appropriate benchmarks for their level.
Effectively manage attendance,
applying appropriate disciplinary policies.
Take over agents calls when
necessary.
Work with call center management to improve telephone agent
performance.
Most importantly, this includes holding the agents accountable
for their
production.
Responsible for reporting the monitoring results to
the
and/or
other supervisors and trainers on duty.
Be knowledgeable of our programs and
our organization.
Be honest and make ethical decisions at all times; this
includes being
honest to donors, staff and supervisors.
Monitor calls and
provide feedback to call center staff
Motivate team members to work together
to achieve goals.
Organize daily team meetings.
Create, analyze and
recommend script and fundraising ideas.
Training
Developing and implement
new training techniques and programs. Ensure
training procedures are being
implemented. Administer training (level)
tests.
Training night shift
agents on all aspects of their job.
Be available to the agents. This involves
establishing a good presence in
the center by walking the floor and being
accessible to the agents.
Conduct motivational meetings/training
sessions.
Monitor a minimum number of outbound donor calls to ensure all
agents are
utilizing proper standards and procedures
Provide feedback and
coaching to assist agents in attaining quality
assurance goals.
Become an
expert at our monitoring, voice and scoring system.
Responsible for creating,
updating, and maintaining all QA forms and ensure
data is accurate.
Communication
Handle complaints
from donors and agents.
Serve as primary communication link between agents
and the
Director.
Keep
management apprised of current agent levels. Meet daily with the
priorities.
Communicate with management
regarding quality issues or skill gaps.
Perform the agent function by
conducting phone time each month to stay
current on what it takes to do that
job.
Other duties as assigned.
Communicate with management any areas that
are in need of recurrent
training.
REQUIRED EDUCATION AND/OR
EXPERIENCE:
College degree or equivalent combination of education and
experience.
Minimum 2 years supervisory experience in a call center
environment.
Non-profit environment preferred.
Able to motivate, coach and
discipline others.
Working knowledge of computers and MS Office products,
call center
software/hardware, and telephones required.
Demonstrated skill
in effectively managing employee performance in a call
center
environment.
Excellent interpersonal skills including presentation and verbal
and written
communication skills.
Ability to answer challenging questions
and overcome objections
Ability to read and interpret reports.
Ability to
prioritize multiple tasks for other people.
Excellent phone
etiquette.
Strong organizational skills and ability to prioritize
projects.
Formal training in outbound calling and/or telemarketing
preferred.
Must be able to
work nights and weekends as required. Schedules are subject
to change however
nightshift management hours are typically Monday-Thursday
12pm-10pm.
Benefits:
In return for your hard
work and dedication, we offer a competitive
compensation package with
extensive benefits including paid time off,
pension program, Christmas bonus,
paid dental and vision for employees and
after 3 years, company-paid benefits
for employee and family.
How to Apply:
To respond to this
opportunity, please go to:
http://www.MyChoiceEngine.com/Role/40963