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Company Wake County Government
Location Raleigh, NC 27603
Update 7 Day ago
Human Services is seeking a skilled, experienced, and highly motivated Call Center Manager to supervise all aspects of the Human Services Customer Support Center. As the Call Center Manager, you are responsible for delivering high standards of customer service to our clients by making the most effective and efficient use of call center staff and technology resources.

Our ideal candidate is a current call center manager looking to leverage their experience in the public sector or a call center supervisor/team lead that has managed a team in a high volume call center environment

As a highly qualified candidate:
  • You will use a range of measurements and score cards to monitor, analyze and plan improvements to individual and overall call center performance.
  • You will be a combination expert of a customer service provider, coach, trainer, mentor, motivator and manager.
  • You will be responsible for creating and maintaining a warm and friendly environment for all of our clients who call, and to the staff who are tasked with answering and processing over 500,000 calls each year.
The Call Center Manager will accomplish duties by:
  • Monitoring and checking calls to ensure that they are being fielded properly and to improve call quality
  • Creating and incorporating feedback from monitoring into training sessions for agents.
  • Implement strategies and procedures to keep wait and on-hold times short;
  • Maintain and administer the InContact system so calls are not dropped, lost or contain static/latency.
  • Balance and schedule staff to handle the range of call volume.
  • Motivate and coach staff so that they come across to customers as positive, energetic, and helpful
Other duties include:
Responsible for supervising employees located in the call center (or performing those functions virtually), making sure day to day operations run smoothly, and ensuring that the calls are routed and handled effectively.

NOTE: Upon acceptance of employment you acknowledge that (i) you will rescind your application for any other positions within Wake County Human Services, (ii) after accepting your position with Wake County Human Services you must remain in your role for one (1) year before you are eligible to apply for another position within Wake County Human Services, (iii) if you work in the Health Clinics and Public Health Division, influenza immunization is a condition of initial and continued employment, subject to compliance with federal law, (iv) actively supports and participates in department emergency preparedness and response activities, which may include temporary changes in responsibilities and working hours.
Knowledge, Skills, Abilities & Competencies •Knowledge of the principles and best practices for day-to-day activities in a high volume call center.
  • Knowledge of the breadth and depth of services and programs offered by the agency and community to a wide range of clients.
  • Excellent customer service and communication skills in order to effectively carry out the job and to engage with a diverse group of clients and end users - including citizens, clients, state representatives, agency senior leadership, IT technical staff, public officials, vendors and related industry experts.
  • Ability to observe, monitor, collect and record performance data to assess call quality, information accuracy, overall call center performance, individual performance, and customer satisfaction.
  • Ability to analyze statistics and other data and to interpret/evaluate results, and create reports, charts, and/or presentations.
  • Ability to perform analytical problem solving, including the ability to perform basic root cause analysis.
  • Ability to plan and support the development of others using a competency based system. Knowledge of call center operations and performance measures required to fulfill the current or future job more effectively.
  • Ability to assign work and to establish work rules and acceptable levels of quality and quantity of work.
  • Ability to review work and evaluate performance of others, and to develop individuals’ competencies.
  • Ability to recognize and evaluate skills of potential and existing employees, as well as to identify how to acquire and/or further develop those skills.
  • Ability to work in a team-oriented, collaborative environment and demonstrate the ability to prioritize and execute tasks in a dynamic, high-pressure, fast-paced environment.
  • Must be skilled in facilitating and negotiating with staff, coworkers, other county agency leadership, supervisors, and managers.
  • Demonstrated ability to write and provide succinct and informative communication, which conveys clear and concise meaning.
  • Ability to work well with people from many different disciplines with varying degrees of technical experience.
  • Ability to market new concepts and champion change.
  • Ability to schedule, supervise, discipline, and motivate staff and volunteers.
  • Ability to respond to and manage ever changing business requirements and priorities.