Service Source Hiring for Call Center Program Manager at Clearwater, Florida Full Time

Make an impact by joining ServiceSource, a champion for people with disabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and serve humanity.

Job Summary

Will supervise and coordinate the overall activities of Opportunity Calls, a ServiceSource Contact Center Training and Business Platform.

Primary Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Oversees Opportunity Calls Contact Center program.

• Monitors productivity of Customer Service Representatives (CSR) and generates reports.

• Responds to escalated problems/issues in a courteous, effective manner.

• Submits required reports to supervisor on a regular and timely basis expected levels of quality and project performance.

• Determines work procedures, prepares work schedules and expedites workflow.

  Additional Responsibilities

• Continuously review and improve training curriculum; Schedule and deliver quality training to new and existing Call Center Representatives (CSR) and training program participants.

• Develop marketing and promotional materials for scheduled trainings; Provide in-service visits to referral Agencies and community partners to increase training referrals.

• Develops and implements quality control plan for Contact Center.

• Develops programmatic goals, standard operating policies and procedures to deliver expected levels of quality and project performance.

• Monitors calls to observe employee demeanor, technical accuracy and conformity to company policies and procedures.

• Monitors individual, team and call center results to identify and act on both positive and negative performance to ensure attainment of revenue and performance targets.

• Maintains detailed records of performance. Hire and direct staff, resolve performance problems quickly and effectively.

• Determines work procedures, prepares work schedules and expedites workflow.

• Works with Business Development to capture potential business customers to support company goals. Acts as account manager for commercial business customers.

• Continually look for and suggest process/business improvements that will benefit ServiceSource and our customers.

• Fosters a positive, effective and efficient work environment; Motivates employees to deliver exceptional customer service.

• Prepares trainees for employment opportunities.

• Report problems as they occur to supervisor or designee.

• Remain current on industry trends and best practices.

• Perform other responsibilities as assigned.

  Qualifications: Education, Experience, and Certification(s )

• Associates Degree (AA/AS) required.

• Bachelor’s Degree (BA/BS) preferred.

• Two (2) years professional experience in a Contact Center environment required.

• Experience working with individuals with disabilities preferred.

  Knowledge, Skills, and Abilities

• Ability to motivate individuals and teams to solve problems.

• Proficiency in Microsoft Office skills, with the ability to become familiar with corporate specific programs and software.

• Excellent oral/verbal communication skills.

• Display effective time management skills.

• Knowledge of business development and/or sales.

• Knowledge of call center metrics, call center reporting and best practices.

  Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; reach with hands and arms; and talk or hear. The employee is occasionally required to walk and sit. The employee may occasionally lift or move products and supplies, up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet to moderate.

What We Offer – for Benefit Eligible Employees May Include:

Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• Health coverage for you and your family through Medical, Dental, and Vision plans.

• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.

• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.

• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.

• To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.

• A generous paid time-off program in which the benefits increase based on your tenure with the company.

ServiceSource is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity and Affirmative Action Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. If accommodation is needed in the application process, arrangements can be made with the local regional office http://www.servicesource.org/contact-us .We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information