Inside Sales Support Manager

Req160241Position PurposeThe Contact Center Manager provides leadership to the centers operational workforce and is actively engaged in managing teams to drive effective operations, associate engagement, associate development, and excellent customer service. This role will drive exceptional service levels and operational improvements across the work groups. The Contact Center Manager provides direction and ongoing management of the center to include driving operational metrics, expense control, staffing, and quality. They are actively involved in building customer service enhancements and process improvements. They will develop operating plans for delivering excellent customer service while exceeding quality standards and performance metrics. They are also responsible for leading and directing strategic initiatives that enable the center to continue meeting/exceeding KPIs. Responsible for driving and maintaining elevated performance and profitability through lead performance, project work and technology enhancements to increase productivity. Must develop recommendations, prioritize issues and develop solutions by meeting and working with a diverse group of people. Acts as the point person for Contact Center Supervisors and acts as the primary point of contact in the Contact Center Sr. Manager absence.Key Responsibilities20% Customer Service - Maintain and report on service level standards; Provide actionable insight to business partners and Contact Center leadership on customer trends and opportunities to drive lead improvement10% Develops Talent - Responsible for appropriate selection, termination, performance management, and professional development of staff25% Drives Engagement - Provide effective leadership, associate development and engagement, and lead a team that drives Contact Center performance towards achievement of quality standards and performance metrics; Ensure priorities align with objectives and goals25% Ensures Accountability - Aggressively identify and address performance deficiencies by developing and executing performance improvement plans, training and coaching strategies20% Plans & Aligns - Analyze data to identify and implement process improvements which seek to increase associate efficiency and effectiveness; This may involve project work and technology improvementsDirect Manager/Direct ReportsThis position typically reports to Contact Center Sr. ManagerThis position has 3+ Direct ReportsTravel RequirementsNo travel required.Physical RequirementsMost of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.Working ConditionsLocated in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Minimum QualificationsMust be eighteen years of age or older.Must be legally permitted to work in the United States.Preferred QualificationsWorking knowledge of Microsoft Office SuiteWorking knowledge of TableauWorking knowledge of presentation software (e.g., Microsoft PowerPoint)Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)Demonstrated ability to collaborate and work effectively with cross-functional teamsDemonstrated project management skillsAbility to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customersExcellent written and verbal communication skills2+ years of previous leadership experienceMinimum EducationThe knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.Preferred EducationNo additional educationMinimum Years Of Work Experience2Preferred Years Of Work ExperienceNo additional years of experienceMinimum Leadership ExperienceNonePreferred Leadership ExperienceNoneCertificationsNoneCompetenciesDecision QualityCollaboratesDrives EngagementEnsures AccountabilityPlans and AlignsCommunicates EffectivelyCustomer FocusDevelops TalentDrives ResultsManages Conflict