Massachusetts Veterans Jobs

Adecco Staffing is working with a company in Boston, MA. We are hiring for a call center manager position. This is a temp-to-perm position!

Position : Call Center Manager

Pay : $68,000 - $72,000 Annually

Hours : Tuesday – Saturday, 10:30AM – 7:00PM

This is a full-time on-site role for a Call Center Trainer and Operation Supervisor located in

Greater Boston. In this role you will be responsible for conducting training sessions for new hires and existing employees, developing training materials and assessments, and evaluating the effectiveness of students and training programs as well as supervising staff in absence of management and on Saturday. This position will also provide feedback to Call Center Supervisors and Managers on individual and team performance and identify areas for improvement.

This position is considered essential and requires working during emergencies/inclement

weather.

Responsibilities Include:

• Supervise all aspects of training for the call center to include new hire, remedial and customer service techniques.

• Maintain accurate personnel records and documentation.

• Create, implement, and manage various types of employee engagement programs.

• Train Customer Service Representatives (CCRs) on emergency procedures and codes,customer service, call control techniques, quality expectations, and performance standards.

• Document all training processes and update training manuals to reflect procedure andprotocol changes.

• Maintain current and accurate monitoring statistics and performance metrics.

• Perform organizational and individual needs assessments.

• Advise other team members regarding CCR performance issues and training needs.

• Create new accounts and design related scripting to improve call handling efficiencies and processing times.

• Create, develop, and implement customer care and retention initiatives

• As a supervisor review and approve employee schedules, which includes requested timeoff and ensure sufficient staffing levels through effective scheduling and reassignment ofshifts if needed.

• Conduct periodic meetings with CCRs to provide training on proper techniques, services, account changes and progress reports.

• Act as back-up call center manager as required.

• Provide on-call after-hours coverage on a rotating basis; work off-hours during emergency situations, including inclement weather.

• Maintain regular attendance.

Qualifications Include:

• Must be able to work every Saturday

• Associate degree in related field or equivalent work experience.

• Minimum of three years customer service and supervisory experience. Service levelmanagement, and training experience required.

• Knowledge of call center operations and ACD call center technologies.

• Proficiency in Microsoft Office software applications, including Excel, Word, PowerPoint and Outlook.

• Excellent customer service and verbal and written communication skills with the ability to present clear, concise, and timely communications through multiple methods.

• Professional interpersonal style; ability to interact and work with a diverse range of people.

• Ability to work both independently and as part of a team.

• Strong proactive organizational skills, including the ability to make decisions about how to prioritize and organize own work.

• Ability and willingness to proactively research and/or solve issues. Excellent analyticalproblem solving and conflict resolution skills.

• Ability to work on several different unrelated tasks at the same time. Ability to work under the pressure of tight deadlines.

* If interested, please apply directly to this job posting!*

Pay Details: $32.00 to $34.62 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.adecco.com/en-us/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records subject to federal contractor requirements and/or security clearance requirements.