Open Position: Contact Center Manager

LOCATION: SARASOTA, FL

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THE JOB:

Provides operational support to the Call Center Management team for 150+ employees by providing keen awareness workforce scheduling. Ensures that staffing levels cover volume of business needs. Utilizes analytics to tie workforce management to key business drivers. Develops the forecasting model and direct the scheduling practices.

RESPONSIBILITES:

Duties and Responsibilities include the following. Other duties may be assigned.

  • Workforce Management Scheduling
    • Adding/Removing employee information to all working related programs
    • Creating usernames, passwords and access control for new team members
    • Communicating shifts changes to team members and ensuring staffing slots are covered
    • Providing advanced notice to team members of assigned On-call shifts
    • Communicating with team members and management on policies and procedures pertaining to staffing requirements
    • Track and alert management of Approaching Critical Work period needs
    • Accountable for identifying ongoing Central Station staffing needs.
    • Manage time off scheduling process and tools
    • Read/respond to all email inquiries
  • Reporting
    • Development of short and long term forecasting for workforce management
    • Call Center reporting and making recommendations to management on real time staffing needs; analyze support metrics and identify trends.
    • Analyze trends and make recommendations in relation to SLA changes, volume increase/decrease
    • Accountable for identifying ongoing Call Center staffing needs
  • Process Improvement
    • Support continuous improvement to achieve consistently excellent team member satisfaction; identifies and recommends improvements in processes, procedures and tools usage
    • Communicate and provide feedback effectively to Call Center management team
    • Ensure all tools, processes and procedures are properly documented
    • Protect company proprietary and confidential information
    • Other duties as assigned

QUALIFICATIONS & EXPERIENCE REQUIREMENTS:

  • 1+ years of Workforce Planning or equivalent experience required
  • Scheduling in a fast paced, large work environment required
  • 3+ years of call center operations experience preferred
  • Solid project management skills; well organized, detail oriented, self-drive
  • Strong background supporting the use of workforce management software (preferably Monet and Time Clock Plus).
  • Experience in support of customer service and technical environment preferred
  • Strong knowledge of Microsoft applications including Office, Outlook, Excel and Access with the ability to create and maintain databases.
  • Effective written/verbal communication
  • Ability to quickly adjust in a fast paced environment with strong ethical leadership qualities
  • Bilingual Preferred

WHAT WE OFFER:

  • Paid Holiday Days
  • Group Healthcare Plan, Medical, Vision and Life Insurance after 30 days
  • 401k with matching company contributions after 90 days
  • Flexible Spending Account
  • Discount Programs
  • Paid Time Off
  • Company Training
  • Career Advancement Opportunities

PROCESS TO APPLY:

  • Click on the APPLY NOW button on this page
  • Submit resume using the email address provided
  • Once submitted, you will receive a reply that you have successfully submitted your resume
  • Envera will review your resume
APPLY NOW!