JOB DUTIES SUMMARY:
The Call Center Manager is responsible for overseeing all daily operations of the Colorado 811 Call Center department. This includes all daily activities of the Call Center department personnel, customer service management, and data entry accuracy, including phone, chat, and online customer requests. This role includes managerial level responsibility for team scheduling, hiring, training, customer and software caller support and escalation resolution, and customer feedback management. This individual will lead Call Center department process optimization projects, while managing change initiatives and motivating team members to perform cohesively in an efficient and accurate operations environment. Additionally, this position is responsible for delivering all annual Call Center Department KPIs by managing staff, contact volume, average speed of answer, resolving customer issues, maintaining high quality standards in customer interactions, and other performance measurements.
KEY RESPONSIBILITIES:
Staff Management:
- Effectively manage all remote and in-office hybrid Call Center department team members.
- Ensure team members provide high-quality customer experience via phone, email, chat, and system generated customer touch points.
- Manage Call Center department staffing needs, including hiring and terminations.
- Appraise performance and provide recommendations for staff compensation, promotion, and termination, as appropriate.
- Review calls, emails, and chat communications to address coaching needs, address employee concerns, and resolve internal staffing needs and conflicts.
- Ensure all Call Center department personnel are trained in the use of Call Center Systems, are following Company policies and procedures, and the Colorado One-Call law requirements as applicable.
- Manage all accuracy and quality controls and continuous improvement processes of the department.
- Oversight of Call Center technology up-times, requirements, and functionality in line with Company and State of Colorado requirements, in concert with Senior Management.
- Lead and facilitate team meetings.
- Work closely with senior leadership personnel to ensure cohesion of processes and departmental performance goals.
Operational Management:
- In concert with the Department Director, develop departmental goals and daily team activities, manage volume/ticket processing goals aligned with Company goals.
- Recommend and monitor metrics such as call center contact volume, average handle time, customer satisfaction, and first contact resolution.
- Identify and implement process improvements to streamline department operations and improve customer interactions.
- Assist Department Director with analyzing ticket entry data and prepare monthly reports and/or presentations for senior management, including performance and process improvements.
- Develop monthly, quarterly, and annual performance goals and operational plans for department staff.
- Assist Department Director with the creating annual personnel and operational plans.
- Develop and manage process improvement plans to increase online user activity / traffic of ticketing system to reduce person to person call volume.
- Address and resolve all customer complaints and feedback expeditiously and accurately in alignment with Colorado laws and Company procedures/policies.
- Promote positive and consistent customer experience for phone, website, and chat communication channels through effective use of technology, staff training, accuracy of content, speed of answer, and customer empathy driven processes.
- Work effectively with internal peers and external stakeholders to maintain rapport and achieve collaborative success.
Quality Assurance:
- Conduct quality checks and monitoring of phone interactions, data entry accuracy, and customer interaction data to ensure quality interactions and adherence to Company standards and legal requirements.
- Monitor all staff and system performance and processes for quality and uptime requirements to ensure operational performance is maintained at peak levels.
- Work with Call Center department supervisory level and specialists to ensure departmental processes and programs are continuously improving.
These job duties may not be all-inclusive. The employee will be required to perform other duties as assigned by management.
WORKING CONDITIONS: The current hybrid work environment comprises remote telecommuter locations and an in-office setting. There may be occasional travel. Must be able to work in the Golden, Colorado office in-person for assigned days per week. Changes to regular work hours, location, or schedules may be required to accommodate business needs. Company directed work location, conditions, and work environment, subject to change with notice. Must follow Company policies and dress code with expectation of business and task appropriate attire and self-presentation beyond basic guidelines.
HOURS: Regular business hours 8 am to 5 pm MST, with occasional weekend or evening work required as directed to accommodate business needs, deadlines, technology and system functions, and other Call Center department needs, to ensure 24/7 Call Center uptime. Occasional weekend or late evening hours may be required.
