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