Job Description:

Description

Horne LLP is an industry leader in Accounting and Business Advisory Services and currently provides service from over 23 locations across the US and Puerto Rico. Our Government Services practice is at the forefront of disaster recovery efforts nationwide with one of the most experienced and innovative teams anywhere. Our team provides compliance, grant management and disaster recovery solutions needed to help government agencies affect positive change. 

HORNE is currently seeking a Call Center Manager in the Ridgeland, MS area.

The Call Center Manager will manage all aspects of service operations. Call Center Representatives will assist in accessing funding available and provide assistance to administrative and management teams using established systems and procedures. 

Responsibilities:

• Training, coaching, and leading call center representatives as they provide support for customers


• Develop objectives for the call center’s day-to-day activities


• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives


• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)


• Ensuring staff members are achieving desired service levels


• Taking on other tasks or projects to support employees, other managers, and call center operations

Requirements:

• Associates or bachelor's degree required


• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus


• Ability to pass a background check (fingerprinting may be required) ***


• Proven experience as call center manager or similar position


• Experience in customer service is required


• Knowledge of performance evaluation and customer service metrics


• Proficient in MS Office and call center equipment/software programs


• Outstanding communication and interpersonal skills

 

HORNE Values…

• A forward thinking, anticipatory professional driven by a passion to pursue your full potential and dreams.


• A work environment that promotes collaboration, consistency and community service to empower people.


• An inclusive culture that promotes career/life integration and invests in developing people in areas of focused expertise.

HORNE Offers…

• An unrivaled distinctive, special culture that values collaboration, innovation and positive energy which HORNE calls the Wise Firm ©.


• A team of professionals grounded in strong, personal relationships and a sense of belonging to a common purpose for adding value and making a difference.


• A dedicated team of individuals from diverse backgrounds working together to leave our clients better than we found them.

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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. 41 CFR 60-1.35(c)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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. 41 CFR 60-1.35(c)

Manager & Supervisor

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