Shippr - Call Center Manager

Job Description:

- Monitors calls and coach on performance towards goals, quality and production standards.

- Coordination with BU partners for process activities, updates and process enhancements.

- Responsible for managing daily activities for the Client servicing Team.

- Works closely with service and operations leadership to ensure service level agreements (SLA's) are met, and quality survey scores remain high.

- Works with Call Center management to define policies and procedures.

- Ensures that expected call metrics are met by team - hold times, abandon rates, etc.

- Works on various projects to improve overall call center quality and service.

- Manage daily operations to ensure smooth function

- Metric management

- Act as primary contact for process updates, and enhance self and team expertise on process knowledge.

- Handle escalations and provide floor support.

- Call monitoring and call coaching on standards and soft skills.

- Co-ordination with BU partners on workflow

- Frontline people management

- Lead and coach the associates and Team Leads on process knowledge and Team Management.

- Must be a strong team player.