Call Center Manager (1st Shift)
Apogee, United States
Job Description
We're Apogee. Nice to meet you. At our core, we're a student services organization that happens to focus on IT. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets the needs of today's technology-savvy generation.
We work hard, celebrate success, and challenge everyone in our organization to be a problem solver. If you are as passionate as we are about the intersection of technology and education, join us today.
You have developed excellent customer service and communication skills and have an eye for process improvement and systems.
This role is based in Austin, TX.
Daily Team Operations
- Supervise the team's day to day operations.
- Collect and analyze call-center statistics (efficiency, effectiveness, the root cause), communicate findings, and make recommendations for improvement.
- Hire, coach, and provide feedback to the team to maintain high customer service standards.
- Answer questions from staff and provide guidance and feedback, including escalations.
- Create and maintain schedules for Apogee staff and contractors: review time-off requests and complete timesheet approvals.
- Develop, maintain, and monitor quality management and performance improvement. Provide coaching and support to team members.
Support Operations
- Review, recommend, and implement the tools, processes, and other critical items needed by the team.
- Responsible for working with multiple departments during key client milestones (client on-boarding, refresh, product expansion)
- Create and maintain systems used for SOPs, Knowledge Base and Training
- Create, support, and ensure adherence to department policies and procedures.
- Devise ways to optimize procedures and keep staff motivated.
- Develop daily, weekly, and monthly reports on the team's performancecommunicate findings to stakeholders via email, meeting, and other methods.
- Prepare monthly/annual results and performance reports.
Requirements
The experience you bring to the table:
- Skillful with cloud-based call center tools
- Experience with ITIL and enterprise-level ticketing systems
- Adept at using MS Excel with the ability to demonstrate skills during an interview
- Minimum of 5 years experience providing customer support in a technical environment
- Minimum 3-5 years experience in a lead or supervisory role in a call center environment
You'll love this job if this describes you:
Air-traffic controller. You're good at giving clear directions in-person, on the phone, and in an email. You'll have several projects you're managing, multiple resources you're leading, and it's your job to make sure everything gets done.
Managing and working through systems. You have experience implementing processes and procedures through core work systems
Clear Communication Skills. Your written and verbal communications are friendly, to the point, and professional. You have a natural but realistic tone to your communication style, and you're not afraid of tough conversations.
At Apogee, everyone who manages a team must also demonstrate these competencies:
Supervisory Skills- As a manager, you're responsible for developing the team structure, assigning tasks and projects, and overall ensuring your team is delivering their product to the company.
Employee Systems- In addition to managing the work of the team, you need to understand the core systems that impact their employee experience. You're responsible for timely review of expense reports, time-off requests, and similar activities that round out an employee's experience with Apogee.
Recruiting- Understanding team structure, succession planning, and future needs of the team, you are actively involved in recruiting for your team and bringing the best possible candidate for the company.
Performance- Each team needs someone who cares personally but can give candid, specific, and timely feedback when necessary. This is your job. You also look for opportunities for your team to expand their skills and advocate for these opportunities.
EEO Statement:
Apogee provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Apogee complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
Benefits
Our employees enjoy benefits that make them more productive and contribute directly to the development of their professional skills. We want to be able to attract the best of the best and make sure they keep ge