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Call Center Manager at Employbridge

Posted in Other 30+ days ago.

Type: Full Time
Location: Bloomington, Indiana





Job Description:

Description

Employbridge is seeking a Search and Support Manager in the Bloomington, IN area. Must be able to work a 9 hour shift (with 1 hour lunch) any time within the hours of 9am-9pm

Duties & Responsibilities:

- Works daily with Directors to establish a plan to hit key performance metrics and maintain service levels

- Provides training, coaching and guidance to Coordinator on KPI performance, efficiencies, documentation, new initiatives, etc.

- Human relations duties to include resolving conflict within the workplace and recruitment and hiring.

- Identify and research performance trends such as AHT (Long / Short Calls), Refused, Call Avoidance, ACW (After Call Wrap-Up), Hold Times, etc.

- Process team payroll and management of pay for performance.

- Timely documentation and management of attendance policy.

- Ensuring employee records are accurately and timely documented for all coaching and counseling.

- Queue management: monitoring hold time and coordinators status.

- Completion of strategic projects timely and accurately.

- Ensure all PCSs are delivered timely.

- Attend daily/weekly meetings as required.

- Other duties as assigned

Performance Expectations:

- 80% of time spent in some form of coaching/develop of assigned site

- 80% of assigned site coordinators meeting/exceeding department KPI's

- Meet and exceed attendance standards

- Embodies EB values

Leadership Duties:

- Provide support and motivation to site coordinators while acting with courtesy, dignity and respect

- Drives activity towards exceeding SAS and EB goals

- Lead team meetings / huddles to ensure information is accurately disseminated and questions answered.

- Preform progressive discipline coaching sessions as available/needed

- Proactively works with all leadership to find solutions for challenges and implement best practices

- Effective and professional communication skills

- Support and guide SAS through changes (acting as a Champ

.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled


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