Team Manager, Call Center

POSITION SUMMARY:

Call Center Managers are critical in executing data-collection projects via telephone interviews by overseeing a call center of approximately 125 stations. Managers are responsible for the overall success of the Call Center including resource utilization, exceeding quality standards and attaining margin goals.

• ALL APPLICANTS MUST RESIDE AND PERFORM THIS JOB WITHIN THE LOGAN, UT OFFICE*
• Ability to work in our office at 80 West Golf Course Rd, Suite B, Logan, UT 84321 between the hours of 9am – 9pm MST
• $40k/Salary

ESSENTIAL DUTIES AND RESPONSIBILITIES

These include the following. Other duties may be assigned at the discretion of management in the context of the role:

1. Production Management:

• Anticipate and interpret clients’ needs to identify solution and effectively communicates to team members the strategies needed to be done to hit goals.
• Conduct Supervisor briefing meetings at the start and close of business.
• Continuously walk the floor to ensure smooth running operations. Address issues as they arise.
• Prepare shift plans as required by booked projects.
• Monitor production reports throughout the day to ensure productivity is meeting or exceeding standards. Address any production concerns immediately.
• Run reports and document shift notes after dialing has been completed.
• Prepare and execute contingency plans when a project doesn’t start, sample runs out, a project fix is required, or during any other unexpected downtime.
• Ensure Call Center Quality Control Supervisor and Cebu monitoring staff are consistently and accurately monitoring Phone Agent quality (minimum of once per shift) striving to exceed standards. Ensure Agents not meeting quality requirements are appropriately and consistently performance managed.
• Provides technical guidelines to all team members and is responsible for reviewing and monitoring results.
• Train professional staff to make sure that key performance indicators are met.

2. People Management:

• Manages a team composed of Senior Team Leaders, Team Leaders, and Telephone Interviewers and is responsible for performance and results.
• Understands the relationships that exist between all but not limited to relevant groups within the company such as Senior Managers, Project Leads, Training and Quality, Project Managers, Account Managers, Finance, and Human Resources.
• Spends all or large proportion of time managing the team, rather than doing more involved aspects of work done by team members.
• Establishes and maintains ongoing relationships with internal and external stakeholders. Effectively communicates concepts
• and ideas to audiences to make sure that the message is well taken and understood.
• Persuade others to adopt a point of view for ideas/initiatives.
• Recruitment: Responsible for maintaining appropriately staffed call center based on workload demands. Source, screen and
• interview candidates.
• Onboarding: Work with HR/Payroll to hire and onboard selected candidates including distribution and collection of appropriate new hire paperwork adhering to HR’s outlined process, manage orientation and new hire training processes, input data as required into systems.
• Forecasts resource needs and is involve in making sure that attrition is balanced and controlled.
• Ensure Agent transitions are executed expeditiously, and breaks are well-planned, and their time accurately reported.
• Motivate: Call center and company strategy and direction regularly communicated to employees, so they can help drive success. Ensure that performance measures and corresponding compensation incentives are communicated to all in an easy to-understand manner to help drive performance. Develop production games and incentives to increase production and employee engagement.
• Performance Management: Provide employees with timely, fair and measured performance assessments and feedback to foster growth. Reward and recognize performance as appropriate. Appropriately and consistently address performance concerns using progressive discipline. Partner with Human Resources as needed. Makes decisions that are guided by policies, procedures and business plan.
• Rewards C Recognition and Engagement Activities: Lead and join company and core team-initiated activities such as but not limited to the following: GIVE events, sportsfest, leadership summit, monthly/quarterly/yearly rewards and recognition program and other company events.
• Adherence to policies, procedures and regulations: Ensure call center and employees are following policies, procedures and regulations as outlined by Human Resources. Escalate any legal concerns to the HR/Legal departments and partner with them on resolutions.

2.1 Daily Operations Procedure:

Shift Planning:

• Plan on hours and head count for the team
• Coordinate with senior manager on counts and projects and what is needed for the shift daily
• Check if scheduled agents are enough to hit targets and hours commitment
• Work with project lead on status on each project and communicate any action plans to improve performance of the team

Scheduling:

• Plan out a schedule for all supervisors in the team to make sure the shift is covered, this includes approving of leaves and cancellations
• Approve pre-approve overtime requests
• Collaborate with production team leaders and anticipate hours from agents scheduled for the day
• Coaching, Feedback and Evaluation:
• Communicate with all team members on status of performance for the team
• Rally the team to hit goals and targets
• Strategize with other team members on how to exceed/improve performance
• Effectively coach and inspire other team members – give detailed direction on what needs to be done and be able to set expectations
• Evaluate team members based on their performance
• Provide guidance when concerns arise
• Give immediate feedback when the need arises
• Be able to give full details during 30-60-90 review sessions
• Be aware of issues concerning team members that will undergo any Disciplinary action and Administrative Hearing sessions

Business Review:

• Attending and participating in meetings. Share input when asked and raise intelligent questions during meetings.
• Review reports and point outliers in the team
• Strategize what needs to be done based on the reports presented
• Be able to talk and present details about own’s team performance in a large audience
• Others:
• Resolve payroll issues
• Approve overtime requests,
• Coordinate with other departments on problem resolution especially when it involves team members.

3. Facilities Management:

• Oversight of hired cleaning crews; ensure building is in clean working order; ensure headsets, phones and keyboards are sanitized nightly; and carpets, windows and doormats are cleaned.
• Ensure IT Software and Hardware are in good working order. Coordinate with the corporate IT department for repairs and upgrades as needed.
• Ensure building is in good repair and free from safety hazards; contact building landlord/manager as needed for repairs.
• Ensure the building is secure. Make sure appropriate areas are locked as needed, only authorized individuals have access/keys. Locks are updated as required.
• Ensure smoking areas are designated and adhered to following local regulations.
• Address other facility concerns as needed.

4. Telephone Interviewing – Conducting telephone interviews is an essential part of the job and helps supervisors better understand and coach those they support, retain interviewing skills, and ensure completion of projects on time.

• Deliver prepared scripts to persuade respondents to answer the designated survey
• Once they agree to participate, conduct a survey with respondents following prepared script for assigned study. Based on answers, alter follow-up questions as outlined by the survey instructions
• Document respondent answers by accurately and efficiently typing them into the system

5. Other tasks/ duties may be assigned from time to time as needed.

REQUIRED SKILLS and QUALIFICATIONS:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

• Bachelor’s degree in social sciences, business or related field or associate degree plus equivalent work experience
• 5+ years of work experience.
• 3+ years of experience in call center required.
• 2+years of experience managing a large variable workforce is preferred.

Specialized Skills:

• Strong Microsoft Office skills particularly with Word, Excel and PowerPoint.
• Able to quickly learn proprietary software and system changes / upgrades as needed.
• Able to work varying shifts including nights and weekends.
• Able to respond calmly and effectively to upset respondents and/or employees and escalate to Human Resources as needed.
• Demonstrated leadership capabilities, including people development/coaching, objective setting and measurement skills.
• Demonstrates competence in key areas of management and leadership expertise including relationship management, communication, staff direction and motivation, financial planning and control, quality management, risk management, and the achievement of targets.
• Accountability – Proven results while managing changing priorities as well as maintaining direction and focus through proactive planning and organized approaches to work in order to meet deadlines and manage time effectively. Must demonstrate strong attention to detail and be conscientious, reliable, and punctual.
• Communication Skills – Adjusting accordingly to demonstrate sensitivity to cultural differences while maintaining the highest level of abilities in all aspects of communication, written, oral, listening and expressing ideas.
• Leadership Skills – Ability to model behavior and attributes expected by others.
• Teamwork – Ability to work effectively independently and harmoniously within a team while communicating a “can do” attitude and positive outlook. Willing to pitch in and do more than is required.

The base salary range for this position is $40K/year; however, base pay offered may vary depending on location, job-related knowledge, skills, and experience. A discretionary incentive program may be provided as part of the compensation package, in addition to a full range of medical and other benefits, dependent on full-time employment status. 

At Dynata, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. Dynata welcomes and encourages applications from people with disabilities. We are committed to an inclusive work culture for all our employees. Accommodations by request can be made for all aspects of the selection process.

Dynata is also an affirmative action employer OE/Minority/Female/Veteran/Disabled/Sex/Sexual Orientation/Gender Identity or Expression/Race/Color/National Origin/Age/Religion/Genetic Information/Marital Status/Height/Weight or any other legally protected category defined by applicable federal state or local laws and ordinances, so as to further the principles of equal employment opportunity.

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