Manager - Participant Care Contact Center

1 month ago

West Des Moines, United States ITA Group Full time

POSITION DESCRIPTION

The Manager - Participant Care Contact Center is responsible for supporting the needs of all positions reporting to them and maintaining consistency in the department to ensure complete and accurate information is provided to all callers.

The Manager monitors and tracks team member performance, call volume trends, generates, and interprets all reports and serves as a project leader for important customer service enhancing projects.

POSITION REQUIREMENTS

* Bachelor's degree preferably in Marketing or Business Administration or a minimum of five years of customer service experience, preferably in the performance marketing industry.
* Four years of experience in Participant Care Contact Center at ITA Group or four years of experience in a supervisory role in a call center environment.
* Ability to utilize various Windows based software applications.
* Excellent problem-solving and decision-making skills with the ability to think quickly.
* Exceptional oral and written communication skills with the ability to clearly express thoughts to others and exchange information. Must be able to work effectively within a team environment.
* Effective organizational and time management skills; experience managing multiple projects within a required time frame. Must display a professional demeanor with strong work ethic and conscientiousness.
* Excellent interpersonal, communication and relationship building skills. Ability to establish and maintain a positive working relationship with internal/external employees, participants, vendors or other contacts.
* Demonstrated ability to lead presentations/meetings given to internal staff as well as corporate partners and clients.
* Ability to maintain a positive attitude in stressful situations and motivate employees to live up to ITA Group standards for excellent customer service.
* Ability to identify and resolve more complex problems and exercise sound judgment within established guidelines.
* Demonstrated fiscal knowledge and responsibility with the ability to operate within budget parameters.
* Ability to listen, understand, and respond to external and internal customers' needs in a timely manner; customer service experience in a service-related industry preferred.
* Ability to work the time necessary to complete projects or meet deadlines.
* Ability to maintain confidentiality regarding salary and personnel issues.

To perform this job successfully, an individual must be able to complete each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required.

ITA Group, Inc. is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Company will consider reasonable accommodations for qualified individuals with disabilities and encourage prospective employees and incumbents to discuss potential accommodations with the Company.

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