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Call Center Manager

Consumer Attorney Marketing Group Las Vegas, NV
  • Expired: 7 days ago. Applications are no longer accepted.

Consumer Attorney Marketing Group (CAMG), an advertising agency that combines media buying expertise, industry experience and intensive analytics to deliver the most effective TV & radio campaigns for the legal industry is soon to launch a 50+ Call Center in Las Vegas. To get this start-up ready, we currently accepting applications for an Call Center Manager for the upcoming launch. This position will serve as a member of a top-notch team of professionals within a rapidly expanding organization that provides room for advancement and growth.

Summary/Objective

The Call Center Manager is responsible for the oversight of the day-to-day operations of the Call Center Department. The successful candidate will oversee 50+ employees responsible for productivity and quality of all inbound & outbound calls and associated call metrics – which includes call handling, talk time, abandonment rate and other related projects. Experience in overseeing Call Center Team Leads, Supervisors, and Assistant Managers in an inbound & outbound Call Center is a must. Additionally, the Call Center Manager will be responsible for employee’s schedules, ongoing coaching, and maintaining a positive and productive department. This position must be able to support senior management in the enforcement of policies & procedures. The candidate to be hired must have the ability to manage multiple projects, with a strong emphasis on quality and attention to detail, be a team player and be ready to perform other duties/projects as assigned.

Essential Job Functions:

  • Assist in the supervision and coordination of the day-to-day activities to ensure the quality of the team’s performance and that their production levels are meet.
  • Ensure department service levels, which include but are not limited to abandonment rate, average speed of answer, are met or exceeded.
  • Demonstrate excellent interpersonal skills and instills a teamwork philosophy.
  • Exercise good judgment in performance of all required functions.
  • Provide coaching and mentoring for employee development
  • Experience in delivering written and verbal warnings, in means of immediate improvement.
  • Exceptional written, verbal skills, organizational, and problem-solving skills.
  • Provide regular feedback, technical assistance and moral support to the staff.
  • Provide positive feedback and help motivate the Call Center Representatives to achieve all goals.
  • Experience in instituting and incentivizing Call Center Representatives.
  • Delegate workload to the Team Leads and oversee the department needs.
  • Meet on a weekly basis with Team Leads & Quality Assurance and provide updated reports to management.
  • Experience in coaching Team Leads, Traffic Coordinator and Quality Assurance Representative(s).
  • Measure performance of employees on productivity, efficiency, & service using defined KPIs.
  • Demonstrated ability to build call center teams, which collaboratively work toward achieving common goals.
  • Proven and effective leadership and supervisory skills.
  • Ability to multi-task and meet deadlines.
  • Ability to run Call Center metrics and send daily, weekly and monthly reports to management.
  • Excellent customer service skills.
  • Deliver on established departmental SLA’s service level expectations.
  • Ability to handle conflict and provide insightful resolution with the mindset to prevent future issues.
  • Must be able to work independently and as a member of a team.
  • Proven experience dealing with conflict management.
  • Ability to create processes that best benefit the entire team.
  • Ability to correspond to emails outside of the company (IE: Firms, clients, etc.)
  • Making sure team adheres to break/lunch schedules, attendance policies, and company policies and procedures, in general.
  • Communicate directly with CAMG clients regarding Call Center department matters.
  • Demonstrated sales leader in outbound call center environment. Proven track record of educating, motivating, and developing a customer service / sales staff on the basic fundamentals (objection resolution and closing techniques) of completing legal documents.
  • Any other duties as assigned to drive the vision, fulfill our mission, and abide by the values of this organization.
  • Legal experience a plus.

Requirements

  • At least 5 years of call center management experience (50 or more reps) with proven leadership skills and a passion for mentoring, establishing management team, and developing personnel towards accomplishing and maintaining goals and expectations.
  • Knowledge of Microsoft Office Suite (Specifically Outlook, Word and Excel)
  • Type 40+ WPM
  • Impeccable organization and time management ability
  • Excellent written and verbal communication
  • Attentiveness to detail and thoroughness.
  • Ability to meet deadlines

Consumer Attorney Marketing Group

Why Work Here?

Fun and supportive team with the opportunity to build this location from the beginning.

CAMG is an Equal Opportunity Employer. It is our policy to provide equal opportunities to all employees and applicants for employment without regard to race, color, religion, creed, national origin, gender, sexual orientation, age, gender identity, marital status, citizenship, disability, genetic information, veteran status or any other basis prohibited by applicable federal, state or local law. All offers of employment are contingent upon successful completion of a criminal background check and verification of prior employment and education.

Address

1515 E. Tropicana, Las Vegas, NV 89119
Las Vegas, NV
USA

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