Call Center Manager

JOB SUMMARY:

Responsible for effectively managing the National Communications Center (NCC) department in the Securitas Operations Center (SOC) to include customer care and national account functions. Manage and develop NCC Management as well as mentor and assist them with all aspects of their position. Proactively communicate project issues and challenges to upper management. Assure that the NCC department operates with integrity, vigilance, and helpfulness to provide the best service to its internal customers and clients.

ESSENTIAL FUNCTIONS

The functions listed describe the business purpose of this job or position. Specific duties or tasks may vary and be documented separately. An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.

1. Provide leadership and management to Customer Care and National Account Management team and call center agents. Coordinate NCC activities. Thoroughly manage priorities such as assigning schedules for continuous monitoring and evenly distributing administrative tasks and projects.

2. Monitoring/Service Observation: Manage quality monitoring system to compile and track performance at individual level. Compile and track departmental KPI data. Ensure that departmental standards regarding quality and productivity are maintained. Report trend data to upper management. Communicate customer service and performance objectives. Empower individuals to meet performance expectations. Monitor effectiveness, professionalism and efficiency of NCC Management. Motivate NCC Management to aggressively achieve quality and productivity goals.

3. Coaching and Counseling: Assist with Manager and Supervisor development through support and reinforcement of departmental policies, workflows and procedures. Establish and maintain visibility and daily contact within the SOC by providing regular feedback and coaching sessions with NCC Manager and Supervisors. Assist in the ongoing training and development of NCC Manager and Supervisors, coordinating training efforts with upper management. Mentor new hires and existing staff. Assist in evaluating and improving phone skills of NCC agents.

4. Oversees, coordinates with line management, and participates in the recruitment, selection, orientation, training, development, and retention of high caliber staff; acts to ensure that each staff member is treated with dignity and respect; plans, assigns, and directs work; coaches' employees and carries out disciplinary actions, as necessary

5. Maintains a positive, professional environment in full compliance with applicable laws, regulations, policies, and procedures; acts to ensure that staff members understand and comply with applicable laws, regulations, policies, and procedures.

6. Prepares and coordinates staffing schedules for account, in collaboration with line management as necessary; acts to ensure that scheduling is handled effectively to meet client requirements

7. Develop new ideas and plans to improve function of the NCC department. Work with SOC upper management to identify and implement processes and service improvements.

8. Evaluate and execute appropriate action to improve or recognize employee performance. Administer monthly and annual NCC Manager and Supervisor performance reviews. Apply corrective action plans. Handle all disciplinary situations in conjunction with SOC upper management in a timely manner, including pertinent supporting documentation.

9. Responsible for employee timesheet maintenance and weekly payroll entry into Infor.

10. Perform all NCC functions including call handling as dictated by operational needs. Assist with special projects and perform other duties as requested by upper management.

MINIMUM QUALIFICATIONS AT ENTRY

1. Technical Skills: Must be familiar with Windows applications, Word, Excel, and Outlook. Ability to type a minimum of 40 words per minute on PC keyboard.

2. Communication Skills: Possess excellent verbal and written skills, including good grammar and a well-modulated, articulate speaking voice. Ability to listen attentively to others. Ability to effectively present information and respond to questions from management and customers.

3. Management Skills: Capable of working independently, under minimal supervision and following directions. Ability to evaluate employees. Possess leadership qualities and assertiveness. Ability to accept responsibility and be hands-on in all facets of work. Ability to use sound good judgment to accomplish results. Prior supervisory or management experience is required.

4. Customer Service Skills: Ability to maintain a strong and positive customer service orientation. Willingness to support the customer. Communicate direction in a positive and professional manner.

5. Analytical Skills: Ability to quickly discern issues, collect data, establish facts, and draw valid conclusions.

6. Stress Tolerance: Ability to handle multiple tasks simultaneously. Able to work effectively under stressful work conditions.

7. People Skills: Possess teamwork and positive attitude. Ability to motivate, coach, and work well with others to achieve common goals.

8. Organizational Skills: Ability to concentrate and prioritize. Organize effectively and follow-up to ensure task completion. Possess time management skills.

9. Flexibility: Ability to work shift times that are not normal business hours of operation. Ability to adapt to changing priorities.

EDUCATION/EXPERIENCE: High School Diploma or GED required, with two to three years of customer service experience. Some college preferred. Experience in the security or law enforcement industry a plus.

POSITION SPECIFICATIONS

SOC operates 24 hours per day 7 days a week 365 days a year. Candidates must have the ability to regularly work shift times that are not normal business hours of operation.

Job Type: Full-time

Pay: $78,000.00 - $90,000.00 per year

EOE M/F/Vets/Disabilities

About Us

Securitas employees come from all walks of life, bringing with them a variety of distinctive skills and perspectives. United through our common purpose, we provide the security needed to safeguard our clients' assets and people. Our core values - Integrity, Vigilance and Helpfulness - are represented by the three red dots in the Securitas logo. If you live by these values, we're looking for you to join the Securitas team.

About the Team

Our Company Mission:

Securitas' mission is to protect homes, workplaces, and communities by providing the security services they need to protect their assets, safeguard their people, and maintain their ability to generate profits.

Our Values:

Securitas' core values - Integrity, Vigilance and Helpfulness - are the foundation for our employees to build trust with customers, colleagues, and the surrounding community.

Integrity:

Securitas employees are honest and trusted by customers to safeguard their premises and valuables. We don't compromise on integrity and create an open forum for our employees and customers to voice opinions, report improprieties, and share information.

Vigilance:

Seeing, hearing, and evaluating. A Securitas employee is always attentive and often notices things that others don't. Their vigilance is necessary in order to be aware of potential risks or incidents that may take place on our customers' premises.

Helpfulness:

As part of an on-going effort to ensure safety, Securitas employees are always ready to help if an incident occurs that requires intervention regardless of whether or not it is directly related to their job.