Call Center Management
|Salary Range:||Based Upon Experience|
|Benefits:||Medical, Dental, Vision, 401k, Life|
|Employment Type:||Full Time|
|Description:||Location: Troy, MI|
Salary Range: Based Upon Experience
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 teams 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.
Experience with Microsoft Office a plus.
Inbound and Outbound call center experience REQUIRED.
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