Alpine Payment Systems is looking for a Fun, Energetic, & Reliable Call Center Manager who is dynamic in motivating call center agents to achieve high performance for our rapidly growing Merchant Services Company. This position requires an “Up Beat” personality with the ability to work effectively in a fast paced and demanding sales environment. This candidate must possess positive leadership skills while overseeing the design and delivery of all training programs, monitoring calls for quality assurance, recruiting and hiring new personnel.
Job Duties will include, but are not limited to the following:
Setting and meeting performance targets for speed, efficiency, sales and quality
Planning and managing change
Managing the daily running of the call center
Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
Maintaining up-to-date knowledge of industry developments and involvement in networks
Monitoring random calls to improve quality, minimize errors, and track operative performance
Planning and developing staff recruitment while liaising with HR director
Reviewing the performance of staff, identifying training needs, and planning DAILY training sessions
Recording statistics, user rates, and the performance levels of the center and preparing reports
Handling the most complex customer complaints or enquiries
Coaching, motivating, retaining staff and coordinating bonus, reward and incentive schemes
Developing, implementing and reviewing core responsibilities and tasks
Analyzing performance statistics and making decisions on the basis of these statistics
REQUIREMENTS:
•CALL CENTER MANAGEMENT EXPERIENCE
•Knowledge of MS Office products is a must (Word, Excel, Outlook)
•Knowledge of “Spitfire Pro” Auto Dialer System or equivalent preferred
Please email resume to humanresources@iqatm.com.
- Compensation: Salary negotiable upon experience. Medical and Dental available after 90-day probation period.
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.