US-ME: Portland-Manager of Call Center Technologies
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Job Title: Manager of Call Center Technologies
Job Location: ME: Portland
Pay Rate: Open
Job Length: 4-6 months (contract)
Start Date: 2008-10-17
Company Name: Advanced Technology Solutions
Contact: Sal Cortale
Phone: 732-918-4664
Fax: 732-918-4666
Description: ATS is an information technologies consulting company providing services to Fortune 500 companies nationwide. ATS specializes in providing full-service staffing solutions by providing technical and business personnel through staff supplementation and project engagements. The company has extensive contacts within its Fortune 500 client base and is able to access a large pool of talented and responsive professionals with proven records of accomplishment in both the technical and business fields.
We are currently seeking a Manager of Call Center Technologies who assumes full responsibility for managing six growing call centers located in Maine, NH and VT. Candidate will manage a team of professionals supporting 600 + seats in all inbound and outbound call center activity including, WorkForce Management and ACD Routing and Reporting.
Familiarity is required with state of the art technologies such as Nortel, Avaya, Genesys Newmetrics and Witness.
Performs job duties consistent within safety, legal and regulatory requirements; company standards, culture and business practices.
SKILL SETS / QUALIFICATIONS
1. Directs support staff ensuring maximum call center functionality.
2. Measures and monitors call center performance using the ACD monitoring systems.
3. Forecasts call center demand based on monitoring results and historical volumes.
4. Assess and revises forecasts for staffing level requirements using Genesys on a daily, monthly and yearly basis.
5. Develops and maintains tracking reports for all call center metrics including phone and non-phone activities.
6. Identifies and communicates expectations and obligations of the Call Center regarding call center performance.
7. Monitors call center agents availability rates and communicates issues to appropriate supervisors.
8. Redirects Customer Service Representatives activities and break times if ACD monitoring indicates issues with call center performance.
9. On a daily basis, prioritize required tasks along with special project demands.
10. Problem solve through analysis and ongoing feedback.
11. Manage contract requirements to meet performance standards.
12. Data analysis, trend identification and ability to develop correction action plans for areas not meeting performance standards.
13. Serves as a primary contact for problem resolution and information gathering regarding call center complaints and work assignments.
14. Works under general supervision and has functional responsibility for one or more specific areas, projects, or division.
15. Keeps apprised of developments in field of expertise and make recommendations to management to improve efficiency/effectiveness.
16. Comprehensive working knowledge of call center concepts, practices and procedures.
17. Working knowledge of call center monitoring systems such as IVR, Nortel and Avaya ACD, Witness, Genesys required.
18. Proficiency in Microsoft Office.
19. Strong written, verbal and interpersonal skills are required.
20. Must posse�s ability to take initiative, plan and handle various tasks simultaneously while working under minimal supervision.
21. Must have ability to work in high-pressure environment and effectively present information to a variety of individuals.
22. Able to interact effectively with management and front-line employees.
23. Candidate must have a proven track record of management experience in other companies, with start-up and departmental development strongly preferred. Must be flexible and able to work hours outside of normal shift.
24. Ability to lead through mentoring and coaching in attainment of goals & objectives.
TRAVEL: 100% travel to Portland (No remote work) but there is the possibility of travel to other parts of Maine, NH, and VT
ATS offers health coverage, 401K participation, Long Term Disability and Life Insurance
Please refer to Job code 08-01126 when responding to this ad.
For FASTEST PROCESSING of your resume, please visit http://www.jobcircle.com/classifieds/1757320.html?source=ng to apply online.
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