Senior Call Center Manager
*Job Summary:**
iCUBE Inc. is seeking an experienced Call Center Manager to lead our team of customer service representatives in a multi-channel, multi-lingual and AI-driven federal agency contact center, that handles significant volume of inquiries, complaints, and requests for assistance from public. This role is responsible for ensuring and improving customer satisfaction and ensuring the... overall efficiency of the call center. The ideal candidate will possess strong leadership and analytical skills, as well as the ability to communicate effectively in multiple languages.
*Duties:**
- Oversee daily operations of the call center to deliver tier-based services, including scheduling, training, and performance evaluations.
- Oversee the design and development of a call/contact center that supports incorporates the use of the Microsoft Dynamics CRM system to handle customer interactions, cases, and maintain the knowledge base.
- Lead the integration and set up of Interactive Voice Response (IVR) system to automate call routing and offer self-service options to customers
- Analyze call center metrics to identify areas for improvement and implement corrective actions.
- Manage and supervise a team of customer service representatives, providing guidance and coaching to ensure exceptional customer service.
- Foster a positive and productive work environment, promoting teamwork and collaboration.
- Develop and maintain relationships with internal stakeholders.
- Ensure compliance with stakeholder policies, procedures, and regulatory requirements.
- Develop and implement projects to improve call center operations, including process improvements and technology upgrades.
- Coordinate with other departments to resolve customer issues and improve overall customer satisfaction.
- Provide exceptional customer service and handle escalated customer issues.
- Maintain a strong knowledge of the company's products and services, as well as industry trends and competitor activity.
*Skills:**
- 10+ years proven leadership experience in a call center or customer service environment, preferably a federal government related contact center.
- Must be PMP (Project Management Professional) certified.
- Strong analytical skills to analyze call center metrics and make informed decisions.
- Bilingual or multilingual, with proficiency in English and one or more other languages.
- Excellent customer service skills, with the ability to handle customer complaints and concerns.
- Experience with customer service software and technology like Microsoft Dynamics 365 CRM.
- Expertise in integrating and managing a comprehensive knowledge base to assist agents in resolving common issues efficiently.
- Ability to manage and motivate a team of customer service representatives.
- Strong project management skills, with the ability to manage multiple projects simultaneously.
- Ability to communicate effectively with customers and internal stakeholders, gathering requirements, and providing regular project updates.
Job Type: Full-time
Pay: $115,000.00 - $135,000.00 per year
Benefits:
Disability insurance
Paid training
Schedule:
8 hour shift
Monday to Friday
Application Question(s):
Have you managed an AI-driven call center?
Experience:
Microsoft Office: 10 years (Required)
Sales: 1 year (Preferred)
Managing Call Center: 10 years (Required)
Call Center set up: 10 years (Required)
Location:
Washington, DC (Required)
Work Location: Remote
iCUBE Inc. is seeking an experienced Call Center Manager to lead our team of customer service representatives in a multi-channel, multi-lingual and AI-driven federal agency contact center, that handles significant volume of inquiries, complaints, and requests for assistance from public. This role is responsible for ensuring and improving customer satisfaction and ensuring the... overall efficiency of the call center. The ideal candidate will possess strong leadership and analytical skills, as well as the ability to communicate effectively in multiple languages.
*Duties:**
- Oversee daily operations of the call center to deliver tier-based services, including scheduling, training, and performance evaluations.
- Oversee the design and development of a call/contact center that supports incorporates the use of the Microsoft Dynamics CRM system to handle customer interactions, cases, and maintain the knowledge base.
- Lead the integration and set up of Interactive Voice Response (IVR) system to automate call routing and offer self-service options to customers
- Analyze call center metrics to identify areas for improvement and implement corrective actions.
- Manage and supervise a team of customer service representatives, providing guidance and coaching to ensure exceptional customer service.
- Foster a positive and productive work environment, promoting teamwork and collaboration.
- Develop and maintain relationships with internal stakeholders.
- Ensure compliance with stakeholder policies, procedures, and regulatory requirements.
- Develop and implement projects to improve call center operations, including process improvements and technology upgrades.
- Coordinate with other departments to resolve customer issues and improve overall customer satisfaction.
- Provide exceptional customer service and handle escalated customer issues.
- Maintain a strong knowledge of the company's products and services, as well as industry trends and competitor activity.
*Skills:**
- 10+ years proven leadership experience in a call center or customer service environment, preferably a federal government related contact center.
- Must be PMP (Project Management Professional) certified.
- Strong analytical skills to analyze call center metrics and make informed decisions.
- Bilingual or multilingual, with proficiency in English and one or more other languages.
- Excellent customer service skills, with the ability to handle customer complaints and concerns.
- Experience with customer service software and technology like Microsoft Dynamics 365 CRM.
- Expertise in integrating and managing a comprehensive knowledge base to assist agents in resolving common issues efficiently.
- Ability to manage and motivate a team of customer service representatives.
- Strong project management skills, with the ability to manage multiple projects simultaneously.
- Ability to communicate effectively with customers and internal stakeholders, gathering requirements, and providing regular project updates.
Job Type: Full-time
Pay: $115,000.00 - $135,000.00 per year
Benefits:
Disability insurance
Paid training
Schedule:
8 hour shift
Monday to Friday
Application Question(s):
Have you managed an AI-driven call center?
Experience:
Microsoft Office: 10 years (Required)
Sales: 1 year (Preferred)
Managing Call Center: 10 years (Required)
Call Center set up: 10 years (Required)
Location:
Washington, DC (Required)
Work Location: Remote