Call center customer

Job highlights
Identified by Google from the original job post
Qualifications
It's about building relationships and turning the knowledge you gain in training into customer wins
Must be 18 years of age or older
High school diploma or equivalent
Experience with data-entry utilizing a computer
The ability to read and speak English fluently
Have a wired, high-speed internet connection (Download speed of 20Mbps+)
Excellent organizational, written, and oral communication skills
The ability to type swiftly and accurately (20+ words a minute)
Ability to work regularly scheduled shifts within our hours of operation including the training period
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
Highly reliable with the ability to maintain regular attendance and punctuality
The ability to evaluate, troubleshoot, and follow-up on customer issues
An aptitude for conflict resolution, problem solving and negotiation
Must be customer service oriented (empathetic, responsive, patient, and conscientious)
Ability to multi-task, stay focused, and self-manage
Strong team orientation and customer focus
The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
Excellent interpersonal skills and the ability to build relationships with your team and customers
The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds
Must be authorized to work in their country of residence (The United States or Canada)
Must be willing to submit up to a LEVEL II background and / or security investigation with a fingerprint
Job offers are contingent on background / security investigation results
Must be willing to submit to drug screening
Benefits
We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive
Standard starting compensation is commensurate with experience
Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year
Employees earn paid time off as well as paid holidays and paid training opportunities
Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars
In addition to our standard group benefits offering for full-time employees following +0-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment
Benefits options and plans vary slightly by location
Medical, Dental, and Vision Coverage Options
Paid Time-Off
Regular Raises
Advancement Opportunity
Fun, Engaging Work Environment
Casual Dress Code
Cash and Prize Contests
Responsibilities
OPERATIONS MANAGER SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS
Our team is looking for a highly skilled call center customer service manager who can motivate sales and service supervisors to achieve department goals and champion their teams to deliver specific results for our clients
This leadership position is responsible for daily operations and opportunities to improve conversion, efficiencies, customer service levels, deliver specific sales objectives and support the call center in all facets
Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic
This is a full-time, local, on-site position and requires employees to report to work at one of our physical contact center locations
Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment
The Operations Manager position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and results program-wide
Operations managers conduct regular business meetings with supervisor to complete performance reviews and coaching to ensure maximum quality and production of direct reports
Operations Managers work closely with the site director and client account managers to ensureadherence to corporate policies and procedures and the health of the account
Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives
Responsible for coaching and developing reports on customer service processes and best practices
Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
Drive a culture of accountability, continuous improvement, and personal excellence
Directs workforce management activities and sets performance goals and objectives accordingly
Develop and maintain strategy on ensuring customer satisfaction on all service interaction
Provide team motivation and development to maximize sales opportunities
Responsible for the overall performance and productivity of direct reports
Responsible for weekly payroll review and submission to ensure correct entries
Responsible for driving the growth of revenue and profit originating from a call center
Proven ability to meet performance, efficiency, and quality assurance targets
Monitoring of individual and team results to identify and act on both positive and negative performance
Communicate key messages effectively to ensure that direct reports are informed of process changes
Provide regular feedback to supervisors regarding performance wins and areas of opportunity
Work with other departments in the organization, such as quality assurance, training, IT, and recruiting
Develop and audit quality assurance strategies to ensure the delivery of world-class service
Determining work procedures, preparing work schedules, and expediting workflow
Responsible for hiring, coaching and terminating call center employees
Be a subject matter expert on your client's business
Manage remote employees as needed
This job operates in a professional office environment
While performing the duties of this job, the employee will be largely sedentary and will be required to sit / stand for long periods while using a computer and telephone headset
The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer
Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation
Job description
POSITION OVERVIEW

OPERATIONS MANAGER SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS

Our team is looking for a highly skilled call center customer service manager who can motivate sales and service supervisors to achieve department goals and champion their teams to deliver specific results for our clients.

This leadership position is responsible for daily operations and opportunities to improve conversion, efficiencies, customer service levels, deliver specific sales objectives and support the call center in all facets.

Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic.

A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred.

This is a full-time, local, on-site position and requires employees to report to work at one of our physical contact center locations.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

WHAT DOES SOMEONE IN THIS ROLE DO?

Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment.

The Operations Manager position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and results program-wide.

Operations managers conduct regular business meetings with supervisor to complete performance reviews and coaching to ensure maximum quality and production of direct reports.

Operations Managers work closely with the site director and client account managers to ensureadherence to corporate policies and procedures and the health of the account.

Essential Duties
• Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives
• Responsible for coaching and developing reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
• Drive a culture of accountability, continuous improvement, and personal excellence
• Directs workforce management activities and sets performance goals and objectives accordingly
• Develop and maintain strategy on ensuring customer satisfaction on all service interaction
• Provide team motivation and development to maximize sales opportunities
• Responsible for the overall performance and productivity of direct reports
• Responsible for weekly payroll review and submission to ensure correct entries
• Responsible for driving the growth of revenue and profit originating from a call center
• Proven ability to meet performance, efficiency, and quality assurance targets
• Monitoring of individual and team results to identify and act on both positive and negative performance
• Communicate key messages effectively to ensure that direct reports are informed of process changes
• Provide regular feedback to supervisors regarding performance wins and areas of opportunity
• Work with other departments in the organization, such as quality assurance, training, IT, and recruiting
• Develop and audit quality assurance strategies to ensure the delivery of world-class service
• Determining work procedures, preparing work schedules, and expediting workflow
• Responsible for hiring, coaching and terminating call center employees
• Be a subject matter expert on your client's business
• Manage remote employees as needed.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT?

It's about building relationships and turning the knowledge you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support.

We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply.

Ideal candidates for this position are highly motivated, energetic, and dedicated.

Required
• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data-entry utilizing a computer
• The ability to read and speak English fluently
• Have a wired, high-speed internet connection (Download speed of 20Mbps+)
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Ability to work regularly scheduled shifts within our hours of operation including the training period.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem solving and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred (Not Required)
• One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
• State or Federal work experience

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience.

Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars.

In addition to our standard group benefits offering for full-time employees following +0-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment.

Benefits options and plans vary slightly by location.

JUST A FEW OF THE BENEFITS
• Medical, Dental, and Vision Coverage Options
• Paid Time-Off
• Regular Raises
• Advancement Opportunity
• Fun, Engaging Work Environment
• Casual Dress Code
• Cash and Prize Contests

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit / stand for long periods while using a computer and telephone headset.

The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer.

The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT
• Must be authorized to work in their country of residence (The United States or Canada)
• Must be willing to submit up to a LEVEL II background and / or security investigation with a fingerprint. Job offers are contingent on background / security investigation results
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

REGARDING COVID-1+

As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-1+ and keep our employees safe.

Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.

For more information on MCI’s response to COVID-1+ please visit .

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.

All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect.

All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, *** (including pregnancy), ****** orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.

In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship.

The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources,

Last updated : 2024-0+-2+