Job Description:
Call Center manager
Location: Bannockburn, IL
Manage daily activities and workflow of a high volume, catalog call center. Maintain high quality of service, efficiences and effectiveness, measureable through Key Performance Indicators. Is liason between the center and other LTD departments to resolve escalate issues and continually enhance policies, procedures and processes. Responsible for budgeting, call forecasting, workforce management, performance to plan, employee development, managing large teams and training functions. Collaborates with HR and other departments in developing and managing to recruiting plan/staffing strategies. This position is located in Bannockburn, IL.
Qualified candidates must meet the following requirements:
- 4-5 years related experience, 2 years experience in a supervisory position with knowledge of overall department operations
- Strong interpersonal, oral and written communication skills
- Fluency in a call center technology, which may include, but is not limited to ACD, VoIP, PBX, Workforce Management, CRM,SAP
This job reports to the Office Operations Director and Contact Centers.
