Call Center Manager



Jim Moylan
02/23/2016

Call Center Manager - Strategic Partnership – Intuit QuickBooks Online (Provo, UT)

Frontier Communications, (NYSE-FTR) is one of the nation's largest rural local exchange carriers. We offer local and long-distance telephone service, Internet access, wireless Internet data access, digital phone, DISH satellite TV and more. We operate in 28 states and provide service to 7+ million access lines and High-Speed Internet subscribers. We serve primarily rural and suburban areas; these communities offer a great quality of life and we offer them connectivity, a local workforce and a commitment to their continued growth and prosperity.

Key Responsibilities:

  • Planning, organizing, directing, and controlling the activities of our strategic partnership with Intuit.
  • Lead, manage, and oversee the operations of the Call Center, with special emphasis on customer care and experience.
  • Develop strategies and tactics to ensure this Center reaches objectives.
  • Drive increased NPS through focus on customers and customer care techniques.
  • Develop call center/customer care policies and procedures that maximize productivity and profitability.
  • Establish and ensure attainment of goals for customer satisfaction ratings, call center staff productivity, order and trouble shooting accuracy.
  • Create and execute effective staffing model to meet stringent service level requirements.
  • Provide timely feedback to Marketing on products.

Requirements:

  • Demonstrated leadership capabilities.
  • Strong presentation skills.
  • Familiarity with call center technology, preferably Avaya technology including VRU, screen POPS, and GUIs.
  • Working knowledge of and expertise with customer information systems and computer software, including Microsoft Excel, Word, Access and Project.
  • Ability to lead, motivate and assess supervisory, management and individual-contributor staff.
  • Ability to influence others.
  • Ability to take ownership and accountability for customer satisfaction goals.
  • Must be able to plan and manage projects successfully.
  • Communicate effectively, both in writing and orally.
  • Interact with a wide variety of individuals positively and effectively.
  • Independent judgment skills, as well as the ability to make effective decisions quickly.

Must Have Qualifications:

  • Minimum of 5-7 years management experience or equivalent experience in a Call Center environment where generating customer satisfaction is a key objective.
  • Communication: excellent verbal, written, and listening skills
  • Interpersonal: ability to work effectively with others, including a diverse population
  • Problem solving: ability to constructively handle unexpected problems. Strong Analytical and mathematical skills.
  • Decision making: ability to make sound decisions given the information available
  • Leadership: ability to lead people to accomplish objectives without creating hostility in the workplace. Takes initiative and demonstrates willingness to act with a sense of urgency.
  • Subject-matter knowledge: customer satisfaction, clients, and systems
  • Bachelor’s degree preferred