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Call Center General Manager

AnswerNet Billings, MT
  • Posted: 5 days ago
  • Full-Time
  • Benefits: Vision, Life Insurance, 401k, Dental

Compensation will be DOE

Summary of Position:

Responsible for ensuring branch profitability, productivity, efficient operations, and successful achievement of corporate goals and objectives. Directly responsible for the successful execution of project implementation, quality control, employee development, processes, and call center solutions. Responsible for employee evaluations, quality, payroll, billing, and account profitability.

Job Duties / Responsibilities / Essential Functions:

· Responsible for all aspects of call center operations at the local branch level, including productivity and achievement of corporate and client goals.

· Oversee quality assurance methods

· Facilitate employee development

· Provide leadership and guidance for staff

· Deliver coaching, corrective actions, disciplinary actions, and terminations

· Resource planning and implementation

· Approve and process payroll on a bi-weekly basis

· Recruit, hire and train staff based on project needs

· Conduct performance reviews and evaluations

· Approve staffing schedules to meet expense and service level goals

· Monitor system performance; identify and resolve problems

· Manage cost center budgets and operational expenses

· Achieve corporate and client goals

· Maximize call center performance optimization through report analysis

· Develop and implement processes for efficient operations

· Work with IT department to resolve issues

· Work closely with clients as the main point of contact for communication and complaints

· Review and process billing for the site

· Manage, mentor, and coach middle management team

Required Knowledge /Skills / Abilities / Qualifications:

  • Organized and detailed oriented
  • Independent, self-motivator
  • Dedication to the quality of operations
  • Analytical with information files
  • Strong verbal and written communication
  • Strong customer service skills, diplomacy, and tact
  • Demonstrated ability to manage 20+ employees operating across a variety of shifts.
  • Intermediate level Excel skills
  • Proficient in Outlook
  • Must be team-oriented and possess the ability to maintain a positive work environment for the call center.
  • Must be able to be on call the majority of the time

Required Education / Experience:

Bachelor’s degree preferred but not required.
Must have 3+ years of call center management experience.

Environmental / Physical / Mental Demands

  • Strength Guidelines
    • Ability and willingness to lift up to 20 lbs
  • Motion Parameters
    • Ability and willingness to sit at a desk from the length of your scheduled shift
    • Ability and willingness to type on a computer
  • Vision and Hearing Requirements
    • Ability and willingness to view and read a computer screen for the length of your scheduled shift
    • Ability and willingness to speak with clients and internal employees via telephone or e-mail
  • Emotional Demands
    • Ability and willingness to make quick decisions
    • Ability and willingness to deal with high-stress fast-paced situations
    • Ability and willingness to interpret data accurately
  • Work Environment
    • Office/Call Center

AnswerNet

Why Work Here?

Friendly environment, room for growth

AnswerNet has 30+ contact centers within the continental United States and Canada, providing a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, sales, lead qualifications, market research to name only a small selection of contact management solutions provided to thousands of clients who process tens of millions of contacts every year. AnswerNet has been recognized as an award winning service by Inc. magazine’s Annual “Inc. 500 List of Fastest Growing Private Companies”, Customer Interaction Solutions magazine’s “Top 50 Teleservices Agencies.” AnswerNet was also named a “Best Run Company” by SmartCEO magazine

Address

1215 24th Street West, Suite 125, Billings, MT 59102
Billings, MT
USA

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