Sr Contact Service Center Manager (Onsite - Little Rock, AR)

Essential Duties and Responsibilities:

- Oversee the daily operations of a call center team to ensure performance metrics are met.

- Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.

-Provide assistance and updates to staff regarding these policies and procedures.

- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.

- Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution.

- Address inadequate quality issues with the supervisory and management teams in relation to reviews and corrections of calls monitored.

- Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.

- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels.

- Monitor call center compliance with ISO standards as applicable.

- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.

- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.

- Responsible for identifying and resolving issues, problems, and concerns with employees.

- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.

- Provide direction to staff when complaints are escalated to management level.

- Supervise and lead daily CSC operations including quality assurance, workforce management, hiring, training, and participation in testing activities.
- Schedule and allocate resources to fulfill CSC responsibilities efficiently.

- Identify and mitigate risks associated with software design, development, and implementation projects.

- Manage service level agreements (SLAs), enforce performance standards, and provide status updates to the CSC Project Director.

- Monitor progress across all projects including budgets, reports on delivery timelines, and operational performance metrics.

Minimum Requirements

- Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.

- Three (3) years of people management experience.

- Must possess a minimum of five (5) years of experience in managing or in a key management position for a large-scale customer service and/or CRM project that encompasses the full system development life cycle from initiation through post-implementation.

- Previous experience following a standard Project Management methodology and using various project management tools in developing project plans, delivering tasks, and tracking timelines and resources required.

- PMP certification or equivalent project management certification preferred; candidates who have complet...