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Call Center Manager in Indianapolis,US at Stericycle

Date Posted: 1/22/2018

Job Snapshot

Job Description

We are currently seeking a Contact Center Manager to be responsible for the overall operational and financial results of a contact center. Works closely with the leadership team, Client Services and supervisors to ensure that the center meets or exceeds its goals as it pertains to revenue growth, budget, profit growth and continuous improvement. Essential Duties & Responsibilities: Selects, trains, and develops an effective and efficient staff of up to 40 Team Members: • Makes every reasonable effort to select, train, and develop qualified, diverse workforce. • Establishes and communicates performance standards and objectives; conducts performance appraisals. • Recommends salary adjustments, promotions, transfers and dismissals. • Monitors operations and staff and recommends, when necessary, changes in methods, procedures, structure, and additions or changes in personnel to secure optimum utilization of resources. • Counsels and coaches employees on educational and job opportunities in order to enhance career development, and keeps staff informed of current problems, procedural/operational changes, and new developments in the department and Company by conducting periodic meetings. • Administers and communicates all Company policies and procedures, communicates to staff, interprets, as necessary, and ensures compliance and safety. • Monitors and ensures that employees are performing their functions safely and productively. Makes recommendations for changes or improvement, when necessary, in order to prevent accident or injuries. • Monitors department work productivity, reports on trends, and recommends and implements changes to continually improve work productivity. • Develops subordinate managers and/or supervisors, particularly in the management techniques of planning, organizing, leading and controlling through continued coaching and feedback on performance. Ensures that operational and customer related functions of the contact center are completed timely, accurate and sufficient to meet standards. Meets with the key team members regularly to discuss and analyze productivity and service. Ensure continual improvement of productivity standards and team member performance in order to achieve all financial/budgetary goals. Develops action plans consistent with Stericycle’s Customer 1st vision. Ensures that client, representative and systems issues are escalated and communicated to the appropriate team, as required. Reviews and works with Team Leads and Supervisors in developing an analyzing reports to monitor the overall operations and performance of the contact center (e.g. Quantify Data, Trending KPI’s, etc.). Drives process improvement and client retention initiatives by utilizing continuous improvement practices. Reviews, analyzes and/or approves the following: • Payroll registers-Ensure all overtime hours are necessary and all team members are working efficiently. • Monitor expenses and account for unexpected changes. • Monthly expense reporting (FRX). • Monthly revenue/volume reports. • New Team Member offers and paperwork. Performs other related duties and/or project work as required or requested.

Job Requirements

Education equivalent to a Bachelor’s degree, or the equivalent in related work experience. Four or more years of progressive experience in a high-volume contact center environment. Demonstrates superior customer service skills and knowledge of Continuous Quality Improvement practices. Demonstrates the ability to manage within an established budget as well as strong knowledge of budgetary processes, P&L statements, asset management, and project management. Demonstrates intermediate to advanced knowledge of Microsoft Office products including Word, Excel, PowerPoint, and Outlook. Must be able to input, monitor and manipulate data within these applications. Must have the ability to work a flexible work schedule (including nights, weekends and holidays).

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.


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