Aerotek Call Center Manager in Arlington Heights, Illinois
-Customer Service management of a team of 10 customer service representatives
-Manage day to day goals of the team and KPI's
-Hiring and firing of new team members while partnering with Aerotek for these contractors
-Performance monitoring and PIP's
-Adjust schedules as needed, grant time off, approve schedule swaps, etc.
-Monitor employee hours worked in Agyle
-Assist with CS system issues, Agyle, or issues with products distributed by the company
-Provide training and offer guidance on processes such as returns, credit memos, warranty replacements, etc.
-Be available to answer questions from the team in a timely manner. The team needs someone that is able to help them immediately when they are on calls.
-Attend weekly meetings with the management team, especially since some agents cannot make every meeting due to being on calls. The manager should be expected to relay any missed information to team members that were not able to join the meeting for whatever reason and collect and consolidate feedback from the group.
-Provide statistics for weekly report based on calls and emails
-Assess employee output/performance
-Provide CS performance feedback. This would include looking through tickets and listening to calls, and coaching agents on how to better handle certain situations.
-Arrange supervisor callbacks for non-tech related issues
-Other duties as assigned
-Call Center Management, 3-5 years of leadership experience
-Performance Management and Development
-Strong computer skills; Agyle, Excel, ERP, CRM, and other customer service software
-Technical/Troubleshooting background - to help with product questions
-Chat Messaging experience - they use Skype and Slack Software
-Workforce management tools - they use Aglye
-Product troubleshooting skills
-Software implementation, helping introduce a new customer service software or train agents on new software
-Driving family-oriented environment
-Consumer first approach
-Driving the brand with creativity
-Open and Honest communication - willing to receive and give feedback
-Organized - strong plans for their days and being adaptable
-It Factor: Their managers will do everything possible for the customer, agent, and team. They are always willing to drop everything to make it happen. (Very driven management team)
We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.
Location: Arlington Heights, Illinois
Posting ID: 7309375
Pay Rate: US$50000 - US$65000 per year + 401K, Health, Dental, Vision, Benefits
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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