Sharesale
Log InSign Up
HomeCustomer Service/Contact Center Manager

Customer Service/Contact Center Manager

$$$

Company Overview:

Brook Valley Management has been in stable and profitable operation for over 40 years. We offer good benefits, great pay, and exceptional growth potential. Our company is experiencing double-digit growth and we are seeking a talented and experienced Contact Center Manager to lead our call center operations team to support donation growth in our markets.

To be a successful Contact center manager, you should be focused on improving your team of representatives and Contact center practices. You should be observant and meticulous and possess an understanding of the business, the products and services, and the issues representatives are facing on the phone and other electronic customer/donor service communications. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

Essential Duties and Responsibilities:

Operational Excellence:

· Be a key, contributing member of our multi-channel donation growth initiative, World Class Collections Organization (WCCO), representing the needs of the contact center and helping to shape the vision for systems and processes needed to achieve that goal.

· Achieving contact center performance objectives for Average Seconds to answer, percent of calls answered within 25 seconds, Call abandon rate, hold time, Average Talk time, first call resolution and email/text/chat response time.

· Assist in establishing contact center objectives, provide representatives with opportunities to expand their knowledge of service and troubleshooting techniques, analyze contact center data, and focus on improving performance.

· Identify areas for improvement and implement strategies to optimize call center operations, enhance efficiency, and deliver exceptional customer experiences.

· Conducts workforce planning activities, including setting staffing levels, scheduling, and resource allocation, to ensure adequate coverage during peak and off-peak periods. Develop data-based scheduling for 6 days per week to ensure maximum customer service levels are maintained.

Staff Development and Training:

· Recruit, train, and develop a skilled and motivated call center team, including supervisors, to foster professional growth and maximize employee performance.

· Conduct performance evaluations, provide coaching and feedback, and address employee performance or behavioral issues in a timely manner.

· Implement ongoing training programs to enhance the team’s customer service skills, product knowledge, and call handling techniques.

· Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding best practices and explain expectations to employees.

· Ensuring staff members achieve desired service levels and taking corrective actions, as needed. Ensure that all agents are routinely monitored, coached, or retrained as necessary to maximize performance. Conduct monthly and quarterly performance evaluations of each team member.

Organization Support Activities:

· Assist other management team members in identifying trends and establishing contact center goals.

· Preparing reports and analyzing contact center data to improve processes, ensure resources are properly allocated and maximize efficiency and customer satisfaction.

· Produce daily reports that inform the broader Collections organization about collection volume, partner and drop-off box collection timing exceptions and contact center KPI’s.

· Taking on other tasks or projects to support employees, other managers, and contact center operations.

· Works cross functionally with collections/logistics teams to identify process improvement opportunities and be a change agent for better results.

Expectations within the Position:

· Ability to grow with the Organization to take on Director level responsibilities as WCCO multi-channel sourcing and growth objectives are put in place.

· Must be able to drive with a sense of urgency and thrive in a high activity multi-tasking environment.

· Must demonstrate an understanding of how to successfully set and obtain target goals and incentive programs that drive performance.

· Must have excellent coaching skills, action plan development skills, and can identify training needs for continuous performance improvement.

· Motivator – able to motivate and encourage others with a cheerful outlook.

· Must be able to maintain a friendly attitude towards team members, co-workers, and customers.

Required Knowledge, Skills, and Abilities:

· Demonstrated capabilities and background with leading contact center technical solutions, such as predictive dialers, IVR systems, integrated Customer Relationship Management (CRM) solutions, and other omnichannel tools.

· Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.

· Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills.

· Knowledge of management principles and familiarity with company services and charity partners.

· Strong coaching and leadership skills, ability to motivate employees.

· Decisiveness and diligence.

· Polite, professional phone voice.

Education, Experience, Training Required:

· At least 8 years of contact center leadership experience in highly automated contact center environments. Contact Center experience within companies providing In-field Service, truck dispatch/routing, donation requests, and non-profit solicitation requests a big plus.

· Bachelor’s degree preferred; or a combination of education and experience that yields the required knowledge, skills, and abilities.

  • Prominent level of diplomacy and people skills.

  • Bilingual (English & Spanish) is an asset.

Brook Valley Management

Related jobs:

$$

Casting Call: Content Creator for Peach & Lily K-Beauty Skincare Campaign

Job Description: Peach & Lily, a leading skincare brand in the K-Beauty and clean beauty space, is seeking dynamic and creative individuals to collaborate on their next skincare campaign. This opportunity is for creators passionate about skincare and clean beauty who want to showcase how Peach & Lily’s products have improved their skincare routine and transformed their skin. Creators with a focus on addressing skin concerns such as acne, redness, or problematic skin are strongly encouraged to apply.

Job Responsibilities:

  • Create engaging, authentic content showcasing the transformative effects of Peach & Lily skincare products on your skin.
  • Highlight the impact of using clean, non-toxic, and eco-friendly skincare solutions, focusing on Peach & Lily’s dedication to effective yet gentle formulations.
  • Incorporate storytelling into your content to go beyond traditional aesthetic videos or images—this campaign seeks creators who can share personal skincare journeys or unique angles.
  • Demonstrate an understanding of the brand’s mission and values, including their commitment to clean beauty, eco-conscious packaging, and sustainability initiatives such as their goal to plant 1 million trees.
  • Share content across social media platforms, potentially including Instagram, TikTok, YouTube, or other relevant channels.

Requirements:

  • Passionate about skincare, particularly K-Beauty and clean beauty.
  • Demonstrated ability to create high-quality, engaging, and creative content that aligns with Peach & Lily’s mission and values.
  • Personal experience with skincare challenges such as acne, redness, or problematic skin is a plus, especially if you can show visible improvements from using skincare products.
  • Strong storytelling skills, with the ability to offer a fresh perspective beyond traditional aesthetic content.
  • Active presence on social media platforms with a following that engages with beauty, skincare, or wellness content.

Compensation:

  • Paid collaboration based on experience and audience reach.
  • Complimentary Peach & Lily skincare products to be featured in the content.
  • Opportunities for long-term partnerships based on campaign success.
$$
Job Type:
Actor
Skills:
Acting

Casting Call: Lead Role for Film “Skrrrt!”

Job Description:
We are casting for the lead role in Skrrrt!, a short film that is part of the Proof of Concept Fellowship, supported by Cate Blanchett and Coco Francini’s Dirty Films in partnership with the Annenberg Inclusion Initiative and the Netflix Fund for Creative Equity. Skrrrt! is a heist film about a Latina high school student who plots to steal luxury cars to fund her education at Harvard after receiving a scholarship that doesn’t cover her caregiving needs. This short film will serve as a proof of concept for a larger feature or television project.

Role:

  • Character: Lex
  • Description: Latina, age 16 (18 to play younger), uses a powerchair due to a disability or chronic illness (e.g., muscular dystrophy or cerebral palsy).
  • Personality: Lex is a driven and ambitious high school student with a sharp mind and a strong sense of independence. She’s smart, confident, and a bit bossy, but ultimately she has a big heart and is motivated by a desire to create a better life for herself and her grandmother. Spanish-speaking is a plus but not required.

Job Responsibilities:

  • Play the lead role of Lex in Skrrrt!, a film focusing on a high school student’s determination to overcome financial and physical barriers.
  • Collaborate with the director and cast to bring Lex’s personality and journey to life.
  • Act professionally on set and work effectively with the crew.
  • Convey complex emotions and character depth as Lex navigates her heist plan.

Requirements:

  • Actress must be 18 years or older, capable of portraying a 16-year-old character.
  • Must be a powerchair user due to a disability or chronic illness.
  • Open to Latina actresses (Spanish-speaking is a plus, but not required).
  • Must have strong acting skills and the ability to portray a complex, multidimensional character.
  • No previous acting experience is required; we are seeking talent who fit the role authentically.
  • Note: The production will work with the selected actress to accommodate all accessibility needs.

Compensation Details:

  • Union: SAG-AFTRA
  • Rate: $241 per day (deferred payment)
  • Shoot Dates: November 23 – 25, 2024
  • Location: TBD
$$
Job Type:
Model
Skills:
Modeling

Casting Call: Music Video

Job Description:
We are seeking an elegant female model for a half-day music video shoot in Miami. The ideal candidate will have a sophisticated look and meet the specific criteria outlined below. This is a fantastic opportunity to work on a professional project for a well-known music artist.

Job Responsibilities:

  • Participate as an on-camera talent in a music video.
  • Follow direction from the production team to ensure the desired look and feel of the shoot is achieved.
  • Maintain a professional attitude throughout the shoot.

Requirements:

  • Female, age 30+
  • Of European, American, or Latin descent.
  • Slim fit, with beautiful skin and a captivating smile.
  • Must be available to work for a half-day in Miami.

Compensation:

  • Rate: $400 for a half-day shoot.
$$
Job Type:
Model
Skills:
Modeling

Casting Call: Models for Major YouTuber Video

Job Description:
We are seeking 8 confident and dynamic models (“Baddies”) to appear in a fun video shoot with a major YouTuber. The shoot will take place in downtown Orlando, FL. This is a paid opportunity for individuals looking to gain exposure and be part of a well-known content creator’s production.

Job Responsibilities:

  • Appear on-camera as part of a YouTube video.
  • Follow direction from the YouTuber and production team.
  • Be punctual and professional throughout the shoot.

Requirements:

  • Must be located in or able to travel to downtown Orlando, FL.
  • Comfortable being on camera.
  • Open to models of all looks and backgrounds.

Compensation:

  • Rate: $100 for the shoot.
$$
Job Type:
Actor
Skills:
Acting

Casting Call: Hamilton – Nationwide Virtual Search

Job Description: The renowned musical Hamilton is conducting a nationwide virtual search for future replacements for all companies. We are seeking talented performers to fill the iconic roles of Alexander Hamilton, Aaron Burr, and George Washington. This is an exciting opportunity to be part of a groundbreaking production that has captivated audiences worldwide.

Job Responsibilities:

  • Perform the role of Alexander Hamilton, Aaron Burr, or George Washington in a professional musical theater production.
  • Embody the complex characters of the Hamilton universe with passion, energy, and dedication.
  • Collaborate with the cast and creative team to deliver powerful performances night after night.
  • Commit to rehearsals, performances, and promotional activities as required.

Requirements:

  • Performers of all ethnicities and body types, age 18+, are encouraged to submit.
  • Both equity and non-equity performers are welcome to apply.
  • Strong acting, singing, and stage presence are essential.
  • Must be able to adapt to the fast-paced, high-energy demands of the show.
  • Passion for the craft and the ability to work well in an ensemble.

Compensation Details:

  • Competitive pay will be provided according to the role and production requirements.
  • Equity and non-equity contracts available based on the performer’s status.
$$
Job Type:
Extra
Skills:
Acting

Casting Call: CASA of Arizona Commercial

Job Description: We are casting for a non-union, non-speaking commercial for CASA (Court Appointed Special Advocates) of Arizona. This project highlights the importance of everyday community members advocating for children in need of care. We are looking for reliable background talent who can take direction well. The commercial offers unlimited usage rights, and the shoot will take place in Tucson, AZ.

Job Responsibilities:

  • Participate as background talent in various scenes for the CASA of Arizona commercial.
  • Follow directions provided by the production team on set.
  • Be available for a full day of filming, with flexibility in your schedule.

Background Talent Requirements:

  • Kids:
    • Boys and girls, ages 5-16, any ethnicity.
  • Adults:
    • Males, ages 30’s, 50’s, and 65+, any ethnicity.
    • Females, ages 30’s, 50’s, and 65+, any ethnicity.

Compensation:

  • Rate: $350 flat rate (no travel compensation).
  • Must work as a local hire in Tucson, AZ.
  • Payment will be processed within 2 weeks of filming.
$$

Casting Call: Killer Couples (Episode 1813)

Job Description: Oxygen Network is seeking an actress to portray Melissa, a key role in the upcoming episode of Killer Couples (Episode 1813). The project is a true crime recreation series with scripted scenes involving violence and murder content. This is a non-union production, and the actress must be comfortable with the themes of the series.

Job Responsibilities:

  • Portray Melissa, a late 20s-30s character with a thinner frame and shorter blonde hair.
  • Perform scenes that involve reenactments of true crime scenarios, including scenes with scripted violence and murder content.
  • Follow direction from the production team to ensure accurate and compelling recreations.
  • Be available for both days of filming.

Requirements:

  • Female actor, aged late 20s to 30s.
  • Thinner frame and shorter blonde hair.
  • Comfortable with scripted violence and murder content.
  • Must be available for the full shoot schedule.

Compensation:

  • Rate: $150 per day worked.
  • Hotel accommodation provided.
$$

Casting Call: Younger Version of Lead Actor

Job Description: New Mexico Casting Company is seeking a Black male actor aged 18-26 to portray the younger version of one of our lead actors in an upcoming project. This role requires a resemblance to the lead actor in appearance, specifically in terms of build and height.

Job Responsibilities:

  • Portray the younger version of a key character in a film or series.
  • Follow the direction of the production team to accurately reflect the character’s demeanor and physicality.
  • Participate in scenes that will showcase the character’s earlier life.

Requirements:

  • Black male.
  • Age range: 18-26 years old.
  • Height: 5’9″.
  • Must resemble the lead actor’s physical characteristics.
  • No prior acting experience required but is a plus.

Compensation:

  • Paid opportunity (specific rate will be provided upon selection).

Casting Call: SWAT Officer for Short Film

Job Description: We are seeking real US veterans based in New Mexico for two co-starring roles as SWAT officers in an upcoming short film. The project is produced by the Academy Award-winning Slick Films (The Silent Child) and Verus Studios (The One Note Man). The role requires individuals who can embody a stoic, commanding presence, with a disciplined and authoritative persona.

Job Responsibilities:

  • Portray a SWAT officer in a short film with professionalism and authenticity.
  • Work closely with the director and other cast members to create a realistic and compelling character.
  • Follow on-set directions and maintain the required physical performance.

Character Description:

  • Role: SWAT Officer
  • Age Range: 20s – 40s
  • Attributes: Stoic, commanding, disciplined, physically fit, and inherently authoritative.

Requirements:

  • Must be a real US veteran.
  • Based in New Mexico.
  • Good availability throughout November 2024.
  • No previous acting experience necessary (though welcome).
  • Open to submissions from all communities regardless of gender, ethnicity, disability, or sexual orientation.

Compensation:

  • Union Status: This is a paid job under the SAG-AFTRA UPA agreement.
$$
Job Type:
Extra
Skills:
Acting

Casting Call: Teen Boys for Feature Film Background Role

Job Description: We are seeking teen boys ages 14-15 to play background roles in a feature film. The scene involves kids playing kickball in the street, and we need young talent to help bring this scene to life. This is a one-day shoot located in Syracuse, NY, with competitive compensation.

Job Responsibilities:

  • Appear as background talent in a scene depicting kids playing kickball.
  • Follow on-set directions from the production team to ensure a smooth shoot.
  • Maintain professionalism and a positive attitude on set.

Requirements:

  • Boys aged 14-15.
  • Must have a valid child actor permit (12 months) or be willing to obtain a temporary 15-day permit.
  • A parent or guardian (18 years or older) must accompany the teen and remain on set.
  • Must be local to the Syracuse, NY area.

Compensation:

  • Rate: $216 for the day.
$$
Job Type:
Extra
Skills:
Acting

Casting Call: Street Performers for “People We Meet on Vacation” Scene

Job Description: The production team of People We Meet on Vacation is looking for talented street performers of all types to be part of an exciting scene set in the French Quarter. We are seeking a variety of performers, including buskers, chess masters, poets for hire, frozen statues, and other romantic-themed street performers.

Job Responsibilities:

  • Perform your street act during a scene for the film.
  • Showcase your talent in an authentic street performance setting.
  • Follow the direction of the production team to ensure a seamless shoot.
  • Be punctual and professional on set.

Requirements:

  • Street performers of all types, including:
    • Buskers
    • Chess masters
    • Poets for hire
    • Frozen statues
    • Other romantic-themed street performers
  • Must be able to provide photos of yourself in action.

Compensation:

  • Paid opportunity (details will be provided upon selection).
$$
Job Type:
Model
Skills:
Acting

Casting Call: Little Girls for Beauty Brand Commercial

Job Description: Stilwell Casting is seeking energetic little girls who love to run for an exciting new commercial for a popular beauty brand. This is a fun opportunity for 3-5 year old girls to appear in a paid commercial shoot. We are looking for young girls with lots of energy who enjoy being active and running around!

Job Responsibilities:

  • Participate in a commercial shoot portraying playful, active children.
  • Follow the direction of the production team during filming.
  • Run and play in outdoor or indoor settings as part of the role.
  • Showcase energy and enthusiasm on camera.

Requirements:

  • Girls aged 3-5 years old.
  • Must love running and being active.
  • Able to follow simple directions and remain focused on set.
  • No prior acting experience required.

Compensation:

  • Paid opportunity (details will be provided upon selection).

Share this job:

Job overview

Location:
Job type:
Ethnicity:
Body type:
Expiration date:
11-10-2023

Job skills

Are you ready to get discovered?

Gain access to thousands of jobs and appear higher in the search results now!