Manager - Call Center Technology

Yesterday

Apply Now

Receive Emails with Similar Jobs

Beyond Finance

WebsiteLinkedInAll Job Openings

Move Beyond Debt

Financial Well-Being • Consumer Debt Solutions • Credit • Fintech

1001 - 5000

💰 $110M Debt Financing on 2021-02

Description

• Manage Five9 Call Center rollout and integration with CRM (Salesforce) • Develop objectives for the Five9 call center’s day-to-day activities • Conduct effective resource planning to maximize the productivity of call center resources • Collect and analyze call-center KPI statistics (conversion rates, costs, customer service metrics etc.) • Assume responsibility of budgeting and tracking expenses for Five9 call center operation • Hire, coach and provide training to personnel to maintain high call center service standards • Monitor and improve ordering, telephone handling and other procedures • Evaluate performance with key metrics (accuracy, call-waiting time etc.) • Prepare reports for different departments or upper management

Requirements

• Proven experience as call center manager or similar position • Experience in customer service is required • Knowledge of performance evaluation and customer service metrics • Solid understanding of reporting and budgeting procedures • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.) • Proficient in MS Office and call center equipment/software programs • Outstanding communication and interpersonal skills • Excellent organizational and leadership skills with a problem-solving ability • Positive and patient • Five9 VCC Development and Administration

Benefits

• Considerable employer contributions for health, dental, and vision programs • Generous PTO, paid holidays, and paid parental leave • 401(k) matching program • Merit advancement opportunities • Career development & training