Call Center Manager at The Chicago Lighthouse in Chicago, Illinois

Job Description:

STATEMENT OF PURPOSE: The Call Center Manager is responsible for managing and developing a customer service team consistent with a world class contact center environment dedicated to providing exceptional customer experience. The manager will develop strategies that deliver consistent quality to our customer and maintain the financial health and strategic initiatives of The Chicago Lighthouse.  The Call Center Manager is also responsible for monitoring consistency of operational key performance indicator (KPI) goals, generating reliable call volume forecasts, and maintaining cost-effective staffing models.  The Call Center Manager assists with managing call center operations, and implements and reviews policies and procedures.

• Adhere to the Privacy Act and HIPAA as it relates to the confidentiality of information released;


• Maintain up-to-date knowledge of the call center's policies and procedures as they apply;


• Manage customer relations on a day-to-day basis;


• Work in conjunction with our customer’s personnel for accurate forecasting of volumes, talk time, abandon rate, and service levels;


• Monitor operations performance measurements and reporting systems and define department service level goals based on customer requirements (KPI’s);


• Ensure that all account and customer related information is processed in a manner that meets or exceeds the performance standards outlined by our customer and The Chicago Lighthouse;


• Submit weekly and monthly KPI reports to senior management of the Chicago Lighthouse utilizing the existing template;


• Establish and maintain relationships with other departmental peers, proactively promoting cross-departmental support and communication;


• Responsible for managing the monitoring of random calls to improve quality, minimize errors and track representative operative performance;


• Oversee forecasting and analyzing data against budget figures on a weekly and/or monthly basis;


• Communicate with supervisory staff to ensure adequate staffing levels are adhered to on a daily basis;


• Work to create an environment within Customer CARE that promotes excellence through communications with external and internal customers and fosters the development of strong work relations;


• Optimize use of phone systems and other technologies to improve productivity and efficiency;  


• Continually assess training needs through auditing and monitoring;


• Perform other duties as assigned by Director and/or Customer.

CORE COMPETENCIES:

• Customer Focus – strives to create the most value for the customer that results in mutual long-term success. Demonstrates dedication to meet or exceed the expectations and requirements of customers.


• Managing Vision & Purpose – leads effectively by translating the organization’s vision, mission and strategic objectives into challenging but attainable goals.

• Managing Team Members – fosters the development of a common vision for performance; provides clear direction and priorities; clarifies roles and responsibilities.


• Developing Team Members – demonstrates a commitment to helping others build knowledge and key skills that support achieving goals and build the overall capability of the organization to be successful.


• Team Work – builds constructive and effective relationships with colleagues at all levels. Advises and collaborates with others to develop a stronger team and enhance team spirit. Sees teams as a vehicle for achieving organizational objectives.


• Integrity & Trust – acts in accordance with the highest standards of ethical conduct and behavior.


• Problem Solving – employs analytic abilities and other tools to creatively resolve problems in a variety of contexts.


• Safety – demonstrates a commitment to the overall safety of the workplace environment and to promoting a safety culture.


• Work Environment – This position operates in a professional and high paced call center environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines. 

QUALIFICATIONS:

• Associate's degree from an accredited institution in business management or related field preferred;


• Two years’ experience working in a call center;


• Ability to effectively work within established contractual turnaround times;


• Detail oriented, as well as ability to manage multiple tasks with follow-up skills;


• Advanced proficiency with MS Office applications;


• Ability to work well under pressure making sound decisions quickly in a fluid, fast business environment;


• Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks;


• Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential.