Call Center Manager

2 weeks ago

Atlanta, Georgia, United States United Clothing Donation Services Full time
Job Description

Job Description

Job title:
Call Center Manager

Classification:
Exempt

Reports to:
Director of Collections

Job overview:


A Team Manager is responsible for successfully guiding daily functions of a Call Center and insuring continuous training is being provided.

A Team Manager is accountable for attaining or exceeding campaign goals and maintaining a friendly, professional team environment that focuses on a high level of customer satisfaction.


Responsibilities and duties:

Essential Duties and Responsibilities:
include the following.
Other duties may be assigned to meet business needs.

Ensure compliance with all UCDS HR policies in the hiring, maintaining and termination of staff.
Ensure that the integrity of the Non-Profit brand and UCDS is always paramount.
Assure that daily / weekly volume requirements are met with Stores while maintaining quality and optimizing productivity.

Review and evaluate all aspects of the operation and potential growth opportunities to ensure maximum volume while maintaining cost of goods.

Attend meetings and keep Senior Management informed of progress and issues.

Planning and management of change, setting and implementing with direction from senior team, strategic agenda for the call center including, expanding reach through other media (mail, text, and other social media).

Assist Store Management and Field Collection personnel in providing excellent service and providing back up and support as needed.
Hold and participate in periodic staff meetings for all employee groups.
Ensure all staffing plans are within budgets.

Manage and hold Field Operations Leader accountable to Bin & Attended Donation Station collections to ensure volume of product from these venues meets minimum expectations and customer service is at premium level.

Manage Mail program including scheduling and cycle management.
Ensure compliance with and maintenance of all reporting within Call Center.
Conduct disciplinary action, reviews, termination and awards for management and staff.
Ensure that all agents are routinely monitored, coached, redirected or retrained as necessary to maximize performance.
Develop Maintain and Communicate call schedules for all markets assigned.
Create and maintain healthy positive and productive call center environment using coaching, incentive activities act.

Work together with Supervisors and review dialer reports daily to ensure all dialer functionality is optimized and that supervisors are managing the dialer and room appropriately.

Ensure operations backup and emergency plans are implemented, adequate and maintained.

Expectations within the Position:
Must be able to drive with a sense of urgency and thrive in a high activity multi-task environment.
Must demonstrate an understanding of how to successfully set and obtain target goals and incentive programs that drive performance.

Must have excellent coaching skills, action plan development skills, and have the ability to identify training needs for continuous performance improvement.

Must be computer literate and able to comfortably maneuver with MS Windows 7, MS Office, and company's internal software.
Motivator – able to motivate and encourage others with a positive attitude.

Self-starter – able to take general directives or strategies and assist in developing successful executable programs that meet or exceed objectives.

Must enjoy working as a leader within a team environment.
Must be able to maintain a friendly attitude towards team members, co-workers and customers.

Specifically:

Work at least two (2) evening shifts per week initially – then some part of at least 3 evenings to maintain focus monthly.

Willing to work overtime in peak periods.
Monitor and manage the following KPI's, Key Performance Indicators Goals
Leads per agent hour
Seat capacity
Drop Rate
Leads to dialed – quality of data and call staff
Leads to connects-quality of call staff
Seconds between calls – optimizing effort
Connects to dialed – data quality
Leads per route produced – optimize driver and route productivity
Volume produced per route – effectiveness of agents, drivers and demographics

Required Knowledge, Skills and Abilities:
Motivator – able to motivate and encourage others with a positive attitude.

Self-starter – able to take general directives or strategies and assist in developing successful executable programs that meet or exceed objectives.

Decisive – able to process data and make sound decisions in a timely manner; and able to learn from mistakes and accept professional feedback in the process.

Adaptable – As the saying goes, "The only constant in a call center environment is change" it is critical an attitude of confidence and comfort is present regarding change within the call center environment.

Patient – able to display patience and professionalism within the call center.
Ability to communicate orally and in writing.
Ability to work within UCDS's culture.
Excellent mathematical and analytical skills.

Education, Experience, Training Required:


High school diploma or equivalent; Bachelor's degree preferred; or a combination of education and experience that yields the required knowledge, skills and abilities.

High level of diplomacy and interpersonal skills.
Bilingual (English & Spanish) is an asset.

#J-18808-Ljbffr

  • Call Center

    2 weeks ago

    Atlanta, Georgia, United States Chicken Salad Chick Pooler Full time

    Responsibilities Providing first-line support to both internal and external customers via phone and email, addressing order fulfillment, product inquiries, information clarification, research, and delivering prompt and optimal solutions. Acting as the primary escalation point for Order Management issues, working closely with retail teams to ensure efficient...

  • Nurse Manager Call Center

    4 weeks ago

    Atlanta, Georgia, United States Department Of Veterans Affairs Full time

    SummaryThe Atlanta VA Healthcare System is seeking Registered Nurses for the position of Nurse Manager for the Call Center Service lineDutiesNurse Manager Duties:Supervisory authority, responsibility, and accountability for the 24/7 operations, ensuring personnel provide timely nursing care which complies with accepted standards of clinical...

  • Call Center Representative

    5 days ago

    Atlanta, Georgia, United States The Carbon Cattle Company Full time

    The Carbon Cattle Company The Carbon Cattle Company Sandy Springs, GA Sandy Springs, GA Part-time Full-time Part-time Full-time $22.37 - $25.92 an hour $22.37 - $25.92 an hour 2 days ago 2 days ago 2 days ago Job Overview:We are seeking Call Center Representative / Customer Service to join our team at a reputable agricultural cooperative.The ideal candidate...

  • Call Center Agent

    2 weeks ago

    Atlanta, Georgia, United States Serenity Healthcare, LLC Full time

    Call Center Agent Onsite - Atlanta-Sandy Springs, GA Learn how healthcare should be delivered - help people - build a career - no healthcare experience required. Through an innovative approach and patient-centered care, we are revolutionizing the field of healthcare by providing patients with access to TMS treatment. We are seeking a Call Center Agent for...

  • MRI Call Center Agent

    2 weeks ago

    Atlanta, Georgia, United States Ortho Sport and Spine Physicians Full time

    JOB TITLE: Patient Services RepresentativeCOMPANY: Ortho Sport and Spine PhysiciansOrtho Sport and Spine Physicians is a rapidly expanding orthopedic practice with clinics in Georgia, South Carolina, Kentucky, and Tennessee. They also operate an Ambulatory Surgery center in Atlanta and specialize in providing advanced, minimally invasive treatment for neck,...

  • Call Center Customer Service

    2 weeks ago

    Atlanta, Georgia, United States Focus of Georgia, Inc. Full time

    Call Center Customer Service Representative Estimated Duration: 6 month time period is also needs basedHourly Pay Rate:Non bilingual - $17.00 an hour Bilingual $19.00 an hourWork Schedule:8: 00 AM to 5: 00 PM M-F Training will be 100% onsite. A Customer Service, Customer Service Representative, Call Center, Tax, Retail, Staffing

  • Traffic Monitoring Operator/Call Center

    2 weeks ago

    Atlanta, Georgia, United States AECOM Full time

    **Company Description** **Work with Us. Change the World.** At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the...

  • Profit Center Manager

    2 weeks ago

    Atlanta, Georgia, United States Sunbelt Rentals Full time

    Branch Manager -Scaffold in Atlanta, GA at Sunbelt Rentals Sunbelt Rentals strives to be the customer's first choice in the equipment rental industry. From pumps to scaffolding to general construction tools, we aim to be the only call needed to outfit a job site with the proper equipment. Not only do we offer a vast fleet that ranks among the best in the...

  • Call Service Representative

    2 weeks ago

    Atlanta, Georgia, United States STS Technical Services Full time

    Job Description Job Title: Call Service Representative Location: Atlanta, Georgia Company: STS Technical Services Job Summary STS Technical Services is seeking a Call Service Representative in Atlanta, Georgia. This role requires previous travel experience and excellent customer service skills. The Call Service Representative will be responsible for...

  • Rehab Center Manager

    2 weeks ago

    Atlanta, Georgia, United States Emory HealthcareEmory University Full time

    OverviewBe inspired. Be rewarded. Belong. At Emory Healthcare.At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to beWe provide: Comprehensive...

  • Distribution Center Manager

    2 weeks ago

    Atlanta, Georgia, United States Judge Direct Placement Full time

    Judge Direct Placement is seeking a Distribution Manager in Atlanta, GA area The qualified candidate will drive results that achieve budgeted costs and progress against effectiveness of KPI's. They will be responsible for working with senior management for marketing and sales initiatives. While professional experience and qualifications are key for this...

  • Retail Pharmacy Technician II-Call Center-Full-time

    4 weeks ago

    Atlanta, Georgia, United States Grady Health System Full time

    Grady Health System offers many career paths. Whether you have many years of experience or are in the early stages on your career, you can find a rewarding position at Grady Location: Atlanta Job Type: Full-time Pharmacy Call Center SUMMARY Under the direct supervision of a registered pharmacist, prepares, packages, and distributes medications and...

  • Bilingual Medical Call Center Intake Specialist

    2 weeks ago

    Atlanta, Georgia, United States Ortho Sport and Spine Physicians Full time

    Job DescriptionJob DescriptionTHE SCHEDULE FOR THIS ROLE IS 12:00PM to 8:00PMAre you ready to join our fantastic team at OrthoCom, LLC??? We're on the lookout for a talented and enthusiastic Bilingual Intake Specialist who can speak the language of compassion and care If you're fluent in both English and Spanish, and you've got a passion for helping people,...

  • Distribution Center/Logistics Manager

    2 weeks ago

    Atlanta, Georgia, United States Altium Packaging Full time

    Job Description: Responsibilities: Lead logistics and warehousing processes at Sparta Plant and AHC Distribution Centers Manage Sparta and AHC Distribution Centers' needs and material handling equipment Identify and implement cost reduction and process improvements Manage transportation program and compliance requirements Drive Key Performance Indicators...

  • System Manager Data Center Infrastructure

    2 weeks ago

    Atlanta, Georgia, United States Spectrum Dynamics Full time

    At the earliest possible date, we are looking for a System Manager Data Center Infrastructure (m/f/d) for our location in Berlin at White Hall.Your responsibilitiesOperating data center and infrastructure componentsResponsible for the expansion, maintenance and scaling of our platform infrastructures, as well as the fast, stable, fail-safe and available...

  • Business Office Manager

    2 weeks ago

    Atlanta, Georgia, United States FOUNTAINVIEW CENTER LP Full time

    Job DetailsLevel Management Job Location The Fountainview Center - Atlanta, GA Remote Type N/A Position Type Full Time Education Level High School Salary Range Undisclosed Travel Percentage Up to 25% Job Shift Undisclosed Job Category Human Resources Description The Fountainview Center for Alzheimer's Disease is Atlanta's premier skilled nursing care and...

  • Research Grants Manager

    4 weeks ago

    Atlanta, Georgia, United States Shepherd Center Full time

    Shepherd Center, located in Atlanta, Georgia, is a private, not-for-profit hospital specializing in medical treatment, research and rehabilitation for people with spinal cord injury, brain injury, stroke, multiple sclerosis, spine and chronic pain, and other neuromuscular conditions. Join us in our mission to help people with a temporary or permanent...

  • Event Staff

    5 days ago

    Atlanta, Georgia, United States CREW CALL LABOR LOGISTICS Full time

    CREW CALL LABOR LOGISTICS CREW CALL LABOR LOGISTICS Atlanta, GA Atlanta, GA Contract Contract $17.50 - $22.00 an hour $17.50 - $22.00 an hour 1 day ago 1 day ago 1 day ago Overview: Join our team as Event Staff and be part of creating memorable experiences for our guests.We are seeking enthusiastic individuals who thrive in dynamic event environments.Duties:...

  • Director, Technology Operations Center

    2 weeks ago

    Atlanta, Georgia, United States CyncHealth Advisors Inc Full time

    CyncHealth is a statewide Health Information Exchange (HIE) designed to share clinical and administrative data among providers in Nebraska and neighboring states. CyncHealth's purpose is to achieve health care transformation through community betterment and collaboration while protecting the security and privacy of medical information. Our commitment...

  • Contact Center Representative

    2 weeks ago

    Atlanta, Georgia, United States Dunhill Professional Search Full time

    Description: Responsible for routine/basic inbound call, outbound call, email, and web chat services, as well as back-office services. Completes daily routine tasks and responsibilities to support the Customer Service department or programs. Responsibilities: Supports customer to submit and process transactions * Assists customer with identifying and...