Description ESSENTIAL DUTIES AND RESPONSIBILITIES: • Provide strong, dynamic leadership that mentors, develops, and guides team members of all levels • Planning and management of staff, with an emphasis on recruiting and retaining all promotional staff through strategic workforce planning. • Organizes, oversees and assumes responsibility for contact center operations such as customer phone calls and emails, daily personnel activities, schedules and training, customer service and other administrative duties. • Manages performance to meet and exceed team and company performance goals and KPI’s such as Service Level, Average Speed of Answer, Abandon percentage, etc. • Tracking and reporting performance metrics to include call efficiency, satisfaction rates, staffing utilization and turnover. • Monitoring results of Quality Assurance (QA) programs fostering continuous performance improvement • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delegation of duties, staffing levels and supervision • Works with the department Managers and Supervisors to fulfill department staffing objectives by reviewing headcount, workload and shift requirements. • Collaborates with Managers and Supervisors on ensuring job expectations are communicated appropriately to all staff. • Ensures that all Managers and Supervisors are continually monitoring, appraising, coaching and reviewing all staff. • Planning and reviewing compensation • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies • Ensuring detailed records of communications are kept in database. • Conduct cross- departmental training sessions before, during, and after the launch of a promotion. • Contribute towards the completion of projects as work volume requires. Including, but not limited to escalated member and dealer issues. • Other duties as assigned Requirements • 10 years of Call center experience in a managerial role (customer service preferred) • Bachelor's degree preferred or equivalent combination of education and experience. • Minimum of 7 years’ experience leading high performing team • Proficient in MS Office Suite (Outlook, Word, PowerPoint, Excel) • Proven leadership and management skills • Proven experience managing KPI’s (metrics related to member satisfaction, performance levels related to inbound/outbound calls) • Ability to mentor, empower and develop employees • Superb decision making and problem-solving skills • Strong analytic skills • Takes initiative with strong planning and organizational skills • Excellent oral and written communication skills • Excellent customer service skills and phone etiquette • Flexible and able to adapt to change in a fast-paced environment • Positive thinker, able to stay calm under pressure • Excellent interpersonal skills with ability to work with all levels of Senior Management • Takes initiative towards process improvement to gain efficiencies within the department • Ability to establish and maintain effective working relationships with all levels of managers and staff • Must possess strong work ethic for success in a fast-paced dynamic work environment