Lead Call Center Agent/PM

Bethesda, MD
Sep 12, 2021
Sep 15, 2021
Customer Service
Full Time
Magadia Consulting is looking for a Call Center Project Manager who will be responsible for oversight, management and optimization of the 24 hour a day / 7 day a week / 365 day a year NIH Emergency Call Center. The Project Manager will have NIH experience and oversee the day to day operations of the Call Center from Monday through Friday and be on-site during hours as directed by the Contracting Officers Representative (COR), alternate COR or the CORs Inspector. The on-site period may overlap shifts (example: to match peak call volume) but will not exceed a standard day unless the COR requests and the Contracting Officer approves overtime. The Project Manager will be responsible for ensuring that all aspects of the contract are met and will mentor and train the Team Leads Agents and operators. The Project Manager will be responsible for NIH Call Center report generation. When required, will also serve as an agent. Responsible for overseeing and managing cross functional, cross market projects within the Call Center. Focuses on areas such as communication, business benefits, customer relationships, people, resources, integration among projects and governance of same. Utilizes a project methodology to promote project-to-project consistency, excellence standards and principles of practice.ESSENTIAL FUNCTIONS:Consistently exhibits behavior and communication skills that demonstrate commitment to superior customer service.Manages all workflows, production levels, and staffing schedules within budgetary and business planning guidelines.Evaluates PSC metrics on a daily, weekly and monthly basis and implements strategic planning based on measures and goals.Oversees the ongoing hiring, training, mentoring and evaluation of employees and ensures the continuous quality improvement of the department.Performs additional duties as assigned. Manages relationships, communications and expectations with the project steering committee or sponsor.Provides leadership in helping to define and clarify project objectives, scope and strategies.Performs additional duties as assigned.EDUCATION:High school diploma or equivalent required. Bachelor's degree preferred. 10 years progressive customer service experience with a minimum of 5 years experience as a manager in a call center, preferably in the medical industry. Experience managing a customer contact operations function focused on inbound call processing. Experience developing staffing strategies and implementing staffing plans. Knowledge of SPOK and Avaya platform preferred. Strong analytical and organizational skills with excellent attention to detail. Excellent communication and interpersonal skills with the ability to influence others from diverse backgrounds and orientations. Process improvement and standards development. Strong leadership skills in staff management, development, motivation, counseling, and benchmarking.Powered by JazzHR

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