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Call Center Management

Location:Troy, MI
Salary Range:Based Upon Experience
Exempt/Non-Exempt:Exempt
Benefits:Medical, Dental, Vision, 401k, Life
Employment Type:Full Time
Description:Location: Troy, MI
Salary Range: Based Upon Experience
Exempt/Non-Exempt: Exempt
Benefits: Medical, Dental, Vision, 401k, Life

The Call Center Manager manages a team of agents that are expected to service our various clients by delivering on daily key performance indicators. The Manager will need to be able to promote a strong sales culture by having strong diagnostic, training, management and coaching skills. They will need to have the ability to both motivate and discipline when needed. This multi-dimensional position requires previous inbound and outbound supervisor experience with a proven track record of success.

Dialogue Marketing, Inc. provides award-winning BPO and customer engagement services to help companies of all sizes and across a wide range of industries acquire, support and retain customers across multiple channels. With more than 1,100 U.S.-based employees, Dialogue Marketing specializes in lead generation, customer care, technical support, inside sales and order fulfillment to build long-term enterprise value and lifelong customer relationships.
Duties:• The Manager will be responsible for ensuring their teams meet their daily sales goals through active daily monitoring and documented training and development sessions.

• The Manager will ensure all quality and compliance guidelines are met daily through quality assurance monitoring and feedback sessions.

• They will be accountable for their team’s attendance and attrition through the use of ADP as well as ensuring the agents on their team are receiving accurate bonuses.

• The will be required to utilize a phone switch, predictive dialer to help them monitor and diagnose key performance indicators of each of their agents to ensure dialing efficiency as well as sales and service levels.

• They will be responsible for multi-tasking these various job duties, all the while ensuring their program is meeting their daily revenue and GM goals.
Qualifications:• Must have a thorough understanding of key performance metrics, (S.P.H., C.P.H., Conversion, Customer Service
Levels, File Penetration, Talk Time %, Occupancy, Abandonment, Idle Time etc.).
• Dialer Management and Dialer Strategies.
• Training
• Coaching
• Experience with Microsoft Office a plus.
• Inbound and Outbound call center experience REQUIRED.


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