Call Center Manager

Position Overview

The Call Center Manager is responsible for successfully guiding the daily functions of a Call Center while ensuring continuous training is provided. The Manager is accountable for attaining or exceeding campaign goals and maintaining a friendly, professional team environment focused on a high level of customer satisfaction.

Reports to: Director of Collections

Classification: Exempt

Key Responsibilities

• Ensure compliance with all UCDS HR policies in the hiring, maintaining, and termination of staff.
• Safeguard the integrity of the Non-Profit brand and UCDS at all times.
• Meet daily/weekly volume requirements with Stores while maintaining quality and optimizing productivity.
• Review and evaluate all aspects of operations and identify growth opportunities to maximize volume while managing costs.
• Attend meetings and keep Senior Management informed of progress and issues.
• Plan and manage change by setting and implementing a strategic agenda for the call center, including expanding reach through media (mail, text, and other social media).
• Assist Store Management and Field Collection personnel by providing excellent service and backup support as needed.
• Hold and participate in periodic staff meetings for all employee groups.
• Ensure all staffing plans remain within budget limits.
• Manage and hold the Field Operations Leader accountable for Bin & Attended Donation Station collections, ensuring product volume and premium customer service.
• Oversee the Mail program, including scheduling and cycle management.
• Ensure proper compliance and maintenance of all reporting within the Call Center.
• Conduct disciplinary actions, reviews, terminations, and awards for management and staff.
• Monitor, coach, and retrain agents as necessary to maximize performance.
• Develop, maintain, and communicate call schedules for all assigned markets.
• Foster a healthy, positive, and productive call center environment using coaching and incentive activities.
• Collaborate with Supervisors to review dialer reports daily and ensure optimal dialer functionality and room management.
• Implement, maintain, and periodically review operations backup and emergency plans.

Required Qualifications

• Ability to drive with a sense of urgency and thrive in a high-activity, multi-task environment.
• Strong understanding of setting and achieving target goals and incentive programs.
• Excellent coaching skills with the ability to identify training needs for continuous performance improvement.
• Computer literate with proficiency in MS Windows 7, MS Office, and the company’s internal software.
• Strong motivational and leadership qualities with a positive attitude.
• Self-starter capable of developing successful executable programs that meet or exceed objectives.
• Ability to work as a leader within a team environment while maintaining a friendly attitude toward colleagues and customers.
• Willingness to work at least two evening shifts per week initially, and later at least three evenings monthly, with overtime during peak periods.
• Experience in monitoring and managing key performance indicators (KPIs) such as leads per agent hour, seat capacity, drop rate, leads to dialed ratio, leads to connects ratio, seconds between calls, connects to dialed ratio, leads per route produced, and volume produced per route.
• Decisive with the ability to process data and make timely decisions.
• Adaptable and comfortable with change in a fast-paced call center environment.
• Display patience and maintain professionalism under pressure.
• Excellent oral and written communication skills.
• Strong mathematical and analytical skills.
• High school diploma or equivalent required; Bachelor’s degree preferred, or an equivalent combination of education and experience.
• High level of diplomacy and interpersonal skills.
• Bilingual in English & Spanish is an asset.