Call Center Operations Manager - Customer Retention Unit in Appleton, Wisconsin For Sale

Company Description
We are a growing company looking for individuals that are extremely customer retention focused and performing at the highest level to achieve results.
Job Description
Oversee the inbound customer retention sales call center in all operational aspects. The responsibilities include but are not limited to: overseeing employee scheduling to ensure proper call handling and utilization, tracking attendance, measuring performance and compliance to company policies and procedures, reporting, and quality assurance.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Generate agent schedules by reviewing call volume trends and other impacts while focusing on high utilization of the agents and low abandoned calls
Oversee all aspects of employee performance including training, coaching, feedback or discipline as necessary
Provide training and development to ensure continuous improvement of agent’s ability to successfully handle calls and achieve metrics
Overall coordination and training of new hires to include: orientation, scheduling, company and department policies and software specific to company
Identify, troubleshoot and communicate system issues to leadership in a timely manner and identify required actions to resolve the issue
Monitor, measure and provide daily, weekly, and monthly reporting to leadership to drive efficiency and continual agent performance improvement through spreadsheets, performance models and reporting metrics.
Work in coordination with brand assurance to ensure accurate representation of client’s products
Assist the team in taking calls, chats or emails during peak times
Work as a team player to achieve goals
REQUIRED EDUCATION, SKILLS, ABILITIES, AND EXPERIENCE:
College degree and a minimum of 5 years of experience supporting or managing a team with a heavy emphasis on sales conversion
Strong understanding of call center metrics and experience in managing those metrics
Proficient in spreadsheets and analytics –
Use Microsoft Excel to develop complex spreadsheets with macros, multiple math functions, advanced filters, and links to external sources of information.
Create custom toolbars and chart types, and use data analysis tools.
Use spreadsheet software, such as Microsoft Excel, to create and manipulate large or complex spreadsheets, use complex mathematical formulas to calculate data, and link worksheets.
Import data from other sources, filter lists, and create and format charts and graphs.
Needs strong understanding of IP networks, voice over IP (VoIP) and the cloud with a clear path architected on the SIP standard.
Ability to work both in a team environment and independently to make quick decisions, and resolve issues, with confidence and decorum
Must be able to manage multiple projects with tight deadlines, manage and motivate a large and diverse group of employees and have strong interpersonal skills as well as excellent work ethic
Must have proven leadership experience, ability to communicate effectively to a variety of audiences, and the ability to provide and support a vision and direction
Results orientated with a strong ability to support a customer retention sales team to achieve client, department and company results.
Click here to apply.