Contact Center Scheduling Manager manages the contact center scheduling staff, activities, and goals. Ensures that staff has the information needed to appropriately analyze, forecast, and schedule work for the contact center. Being a Contact Center Scheduling Manager develops and oversees the scheduling systems, including process, policy, and operating structure. Responsible for the volume of work produced based on scheduling, and ensures operational goals are met regarding resource and budget targets. Additionally, Contact Center Scheduling Manager advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a director. The Contact Center Scheduling Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Contact Center Scheduling Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
APN Consulting has an immediate need for a direct client requirement :
Job Description
Contact Center Supervisor (E2988) - (phone number removed)
Piscataway NJ (Hybrid - 3 days )
Description
Job Summary
The overall purpose of this position is to service CLIENT members, volunteers, customers, and direct reports with their CLIENT needs while delivering a high-satisfaction experience.
The incumbent in this position is primarily responsible for overseeing the service experience, by conducting real-time quality monitoring and coaching, managing the workload distribution, handling service escalations, and staff development.
The role typically reports to the Contact Center Sr. Manager and supervises 5-10 in-person, hybrid, and / or remote direct reports located in the US and / or Global offices.
The incumbent is expected to be a reliable source to resolve inquiries and escalations efficiently and effectively. They will maintain high satisfaction scores, and first contact resolution experiences, manage and measure daily performance, forecast scheduling needs based on volume trends, and provide an environment fostering teamwork.
They will serve as an appropriate role model in setting the standard for professional, personal, and technical knowledge and self-development.
The incumbent is a self-motivator and looks for opportunities to develop staff, seek out training to add value to the agent's skills and collaborate with colleagues to provide a best-in-class member experience.
The Supervisor will establish connections with CLIENT staff and vendors to build accessible, productive, and supportive relationships.
This position works under minimal supervision and is expected to be able to manage their workload while ensuring they are supporting the members, volunteers, customers, and staff.
This role requires experience and skills in multi-tasking, managing Contact Center operations, decision-making, meeting deadlines consistently, and time management skills.
The Supervisor must be highly organized and strive for accuracy in the tasks and projects given.
The CLIENT Contact Center Supervisor will work Monday Thursday, 9 : 00 am to 5 : 30 pm, and Friday, 8 : 00 am 4 : 30 pm Eastern Time, and possess the flexibility to cover our remote and Global staff as business needs dictate.
Key Responsibilities
Member Facing and Support
Interacts with CLIENT members, volunteers, customers, and staff daily with a focus on providing excellent service and first-contact resolution
Troubleshoots technical challenges and provides prompt and professional high-quality service and solutions
Pro-actively responds to member and client inquiries on all channels when volume dictates, operating within the established metrics, and provides swift and accurate service at all times
Operations
Identifies and manages the day-to-day workload distribution throughout the shift
Makes timely decisions under tight deadlines and communicates accordingly
Works closely with staff to design an attainable plan to meet or exceed performance goals
Interfaces with department management to communicate shift events, resolve escalated issues, maintain transparency, and ensure the management team is aware of events and issues
Makes recommendations for policies and procedures to improve the member experience when the opportunities present themselves
Takes a proactive approach and collaborates with management to ensure we are staffed appropriately for US and non-US holidays
Collaborates with management to review the "Business Continuity Plan " every 6 months to ensure all updates are made and provided to staff
Attends ongoing training to develop job skills, products / services knowledge, and Contact Center Skills
Recommends process improvements for optimal service, participates on teams in support of the department objectives and other responsibilities as designated by the department
Staff Management
Conducts real-time and daily / weekly monitoring sessions and documents progress. Manage to maintain performance, identify improvements, and / or lost opportunities, and coach toward delivering an outstanding experience in every interaction
Communicate volume drivers and all relevant "need to know information during daily huddles to ensure staff is prepared to assist the members
Provide monthly / quarterly reports with "Voice of the Customer analysis driven by staff surveys, first contact resolution, and quality scores to present when requested
Operates as a "Front Line Service Professional " by projecting professionalism, and being a role model and leader
Counsels and supports staff's career path, training, and developmental needs accordingly. Ensure all training material and training sessions are kept up to date and the staff is fully trained consistently
Oversees and coordinates the CLIENT Contact Center Outreach initiatives and ensures staff is trained to conduct outreach year over year
Coordinates all support necessary for our business partners (vendors) related to fulfillment
Qualifications
Education
Bachelor's degree or equivalent experience equivalent combination of education and experience will be considered
Work Experience
4-7 years supervisory experience in a high volume call center
Skills and Requirements
Ability to work with minimum supervision
Must be experienced in people management and staff development
Seeks out technical solutions to business challenges
Strong knowledge of MS Office Applications (Word, Excel, PowerPoint, Access), Google Suite
Intermediate to Advanced knowledge of internet browsers, email clients such as Google, technical troubleshooting skills
Good understanding of Social Media
Must be able to operate in a remote and electronic environment
Must also be able to successfully operate the CLIENT Membership database system
Must be able to present in a manner that is easily understood by individuals within the CLIENT and by highly educated individuals for whom English may be a second language.
These stakeholders will be our customers who may include members of the CLIENT Board of Directors and its committees
Excellent oral and written communications skills
Strong organization skills
Strong Analytical and technical skills
Ability to manage multiple tasks simultaneously
Experience servicing customers with diverse cultural backgrounds
Ability to assume leadership role with staff
Must have excellent communication skills with the ability to interact in a professional manner with all levels of staff, suppliers and volunteers
Last updated : 2024-02-25
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