Call Center Manager

Palm Coast Data is a growing technology, fulfillment and contact center company with clients in publishing, government and membership. Our company is seeking a Manager for our contact center located in Palm Coast, FL. Our contact center manager oversees all contact center activities and to make decisions/provide direction regarding priorities and use of resources in order to achieve our contractual customer service commitments in the most effective manner. 


 


 


 

Title: 
Call Center Manager
Description: 
Essential duties and responsibilities: • Prioritize resource usage based on service, cost, and client requirements • Monitors all service levels commitments • Communicate with account management and clients regarding policies, problems, and trends. • Analyze data for staffing and budgets • Participate in pricing new services • Recommends transactional flow changes to the automatic call distribution software • Recommends procedures to improve efficiency and quality and look for new ways to generate revenue • Reporting and billing for all Contact Center areas
Requirements - Experience - Minimum: 
5
Requirements - Education: 
Qualifications: • An in-depth understanding of customer service principles • Must have experience in leadership with a contact center of 100 seats or more • Must have experience with operations, training, quality assurance, human resources • 5+ years of experience in field • Systems experience with Avaya Aura and Aspect Work Force Management • Excellent communication skills both written and verbal • Excel in a fast paced environment while managing multiple priorities • Willing to travel when necessary Compensation & Benefits: • As a full time employee you will be eligible for participation in the health, dental, vision, disability, FSA or HSA, and life insurance benefits • You will be eligible to receive vacation and paid time off • Competitive salary based on experience