Call Center Manager

2 months ago

Atlanta, United States United Clothing Donation Services Full time
Job DescriptionJob 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.

  • At-Home Call Center Agents Needed Entire State of Georgia,

    3 months ago

    Atlanta, United States Windy City Call Center Full time

    We are currently hiring for Virtual Call Center Representatives. Placement of hired candidates will be determined according to the candidate’s overall qualifications and fit for the job as well as business requirements and staffing needs. We want our reps to start in the best position where they will succeed. This position requires your ability to work a...

  • Call Center Manager

    3 months ago

    Atlanta, United States United Clothing Donation Services Full time

    Job DescriptionJob DescriptionJob 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...

  • Call Center Representative

    3 months ago

    Atlanta, United States ORTHOATLANTA, LLC Full time

    Job DescriptionJob DescriptionDescription:The Call Center Representative will answer a multi-line switchboard rapidly, schedules appointments and directs the calls to destination without any delay. The Call Center Representative greets the customers, answer questions, declare calls or provide directions. The Call Center Representative enters new patient data...

  • Call Center Representative

    1 week ago

    Atlanta, United States OrthoAtlanta Full time

    The Call Center Representative will answer a multi-line switchboard rapidly, schedules appointments and directs the calls to destination without any delay. The Call Center Representative greets the customers, answer questions, declare calls or provide directions. The Call Center Representative enters new patient data into the system. The Call Center...

  • Call Center Representative

    1 month ago

    Atlanta, United States OrthoAtlanta Full time

    The Call Center Representative will answer a multi-line switchboard rapidly, schedules appointments and directs the calls to destination without any delay. The Call Center Representative greets the customers, answer questions, declare calls or provide directions. The Call Center Representative enters new patient data into the system. The Call Center...

  • Call Center Representative

    2 weeks ago

    Atlanta, United States Angela Scribe Full time $17 - $26

    Job DescriptionJob DescriptionJob Title: Call Center RepresentativeLocation: Atlanta, GADepartment: Customer ServiceReports To: Call Center Supervisor/ManagerJob Summary:As a Call Center Representative, you will be the first point of contact for our customers. Your role will involve handling customer inquiries, resolving issues, providing product or service...

  • Call Center Manager/Sr Manager

    3 weeks ago

    Atlanta, United States Embakire Full time

    Job DescriptionJob DescriptionJob Description:The ideal candidate will be someone working in a Call Center Operation Background, who has experience in Managing a team, experience in CSAT, Attrition. Experience in handling L2, L3 level of escalation.Transaction Monitoring is the top skills, along with AML and KYC.Roles and Responsibilities:& 8-10 Years of...

  • Call Center

    3 months ago

    Atlanta, United States Chicken Salad Chick Full time

    **Description** 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...

  • Call Center

    3 months ago

    Atlanta, United States SSRG Cake, LLC - 07 Full time

    Job DescriptionJob DescriptionResponsibilitiesProviding 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...

  • Call Center Team Lead

    4 days ago

    Atlanta, Georgia, United States SENTA Partners Full time

    Job Summary:We are seeking a highly skilled and experienced Call Center Supervisor to lead our call center team at SENTA Partners, a premier Ear, Nose, and Throat (ENT) private practice. The successful candidate will be responsible for overseeing daily operations, supervising a team of call center representatives, and ensuring exceptional service to our...

  • Call Center Representative

    3 days ago

    Atlanta, United States Fresh Form Draft Full time

    Call Center RepresentativeDepartment: Initial Communications Employment Type: Full Time Location: Atlanta, GA Compensation: $18.50 - $28.00 / hour Description Welcome to Initial Communications, the marketing company that's all about making your business shine! We're a team of energetic and creative professionals who are passionate about helping our clients...

  • Call Center Representative

    2 months ago

    Atlanta, Georgia, United States SENTA Partners Full time

    2.7 Atlanta, GA Atlanta, GA Full-time Full-time $18 - $23 an hour $18 - $23 an hour 12 hours ago 12 hours ago 12 hours ago SENTA Partners is a leading management services organization specializing in providing comprehensive support to ENT and Allergy private practices across the southern and southeastern United States.Our mission is to enhance the...

  • Call Center Agent

    3 days ago

    Atlanta, United States TeleSpecialists LLC Full time

    Job DescriptionJob DescriptionCall Center Agent / NavigatorThis is an in person / in office position at our Brookhaven, GA office. Day shift available.Summary:The navigator is responsible for coordinating the care between the patients and physicians throughout the continuum of the telehealth encounter. High volumes of calls are directed to the dispatcher....

  • Call Center Agent

    3 months ago

    Atlanta, United States TeleSpecialists Full time

    Job DescriptionJob DescriptionCall Center Agent / NavigatorSummary: The navigator is responsible for coordinating the care between the patients and physicians throughout the continuum of the telehealth encounter. High volumes of calls are directed to the dispatcher. The dispatcher answers the call, obtains information, and then contacts the physician to...

  • Call Center Agent

    2 weeks ago

    Atlanta, United States Emerald Logistix Full time

    About Core X Plug: Core X Plug's approach combines integrated multi-channel strategies to maximize brand exposure, reach, and customer engagement, with a strong emphasis on data-driven decision making to optimize marketing efforts, target specific audience segments, and deliver measurable results. Job Description: The Call Center Agent at CORE X PLUG is...

  • Call Center Agent

    1 month ago

    Atlanta, United States AnswerMTI Full time

    Job DescriptionJob DescriptionImmediately hiring Part Time Call Center Agents at AMTI!Call Center Agents at AMTI provide friendly, professional, and comprehensive support to our clients' customers. Using excellent customer service skills to provide the best possible experience, you'll handle calls for various businesses, ranging from medical offices...

  • Nurse Manager Call Center

    3 months ago

    Atlanta, United States Department Of Veterans Affairs Full time

    Summary The Atlanta VA Healthcare System is seeking Registered Nurses for the position of Nurse Manager for the Call Center Service line Duties ...

  • Nurse Manager Call Center

    3 months 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

    2 days ago

    Atlanta, Georgia, United States UHS Full time

    About the RoleWe are seeking a highly skilled and compassionate Call Center Specialist PRN to join our team of dedicated professionals at Behavioral Health Connections, Inc. in Atlanta.Key Responsibilities:Respond to calls from referral sources for psychiatric assessment and gather demographic information related to the individual to be assessed.Dispatch a...

  • Call Center Agent

    4 weeks ago

    Atlanta, United States Salesbizlab Full time

    Sales Bizlab is seeking a customer-focused and detail-oriented Call Center Agent to join our team. The ideal candidate will be responsible for handling inbound and outbound calls, providing exceptional customer service, and supporting our sales and marketing efforts. Job: Full time Monday to Friday Weekends free Pay Range: $21.50 - $28.00 per hour THIS WILL...