Contact Center Manager

Job Summary: Manages Call Center and department personnel. Implements effective call center management practices to increase revenues, reduce costs, and improve service quality. Responsible for the recruitment, training, and development of Call Center Leadership team and frontline employees. Has overall responsibility for communication within the call center. Interfaces and communicates with other organizations strategic and operational issues and concerns. This position typically works under general supervision and direction. Incumbents of this position will regularly exercise discretionary and substantial decision-making authority.

Essential Job Duties and Responsibilities:

• Responsible for, streamlining and improving all functions pertaining to customer service and communication operations, including, but not limited to, the Patron/Customer Call Center, and Card Fulfillment Center, and Autoload Center.
• Processes, develops and explains operation reports, customer satisfaction issues, product quality issues to both internal and external customers, as well as improving quality control and documentation. In addition, adheres to internal and contractual key performance indicators (KPI).
• Provides direct leadership and planning for Supervisors, Leads, Customer Service, Autoload and Card Fulfillment Representatives.
• Establishes policies and procedures for handling various call types in keeping with client requirements.
• Provides professional, knowledgeable, and courteous call support to all cardholders, patrons, transit operators, and merchants.
• Develops and analyzes call center schedules in order to maintain proper coverage.
• Tracks and ensures resolution of all patron, cardholder, transit operate,r and merchant issues on a timely basis.
• Provides low cycle time on all card orders, refunds, and or replacement cards.
• Purchases and maintains card printing and configuration equipment
• Provides various Contact Center reports and reviews with staff.
• Manages escalated calls and ensures proper closure.
• Coordinates and monitors all elements of assigned spares/repairs projects from conception to completion, including quotation development, sales order issuance, procurement, production, testing and delivery, ensuring adherence to budget, schedule and contract requirements.
• Participates in marketing sales of spares, repairs and other services in conjunction with marketing personnel.
• Assures projects are accomplished within budget, schedule and contractual requirements.
• Approves special prices, quotes, bids allowances and adjustments.
• Identifies areas where procedures can and should be improved for better customer satisfaction and efficiency.
• Conducts annual performance and development evaluations for all Supervisors. Reviews and approves all Contact Center Customer Services Representative performance appraisals.
• Responsible for the quality assurance of all Customer Service Center activities, verifying compliance of employee work, and contributing to the overall effectiveness of the quality system.

Minimum Job Requirements:

• Four-year college degree, or equivalent years of experience in lieu of a degree.
• Eight (8)+ years of experience in customer service, including three years of management experience in a competitive call center environment.
• Experience in databases, and Microsoft Word, PowerPoint, Visio, and Excel required.
• Experience in the use of standard call center tools: ACD, IVR, Call Recording, knowledge base and CRM required.
• Prior use of metrics to track KPIs adherence.
• Strong verbal and written communication skills.
• Strong organization skills and detail-oriented.
• Must have good leadership and strong mentoring skills.

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.

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Cubic Pay Range:

$90,000 - $112,500* + benefits.

*Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from our lowest geographic market up to our highest geographic market.

The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Cubic Pay Range:

The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.