Job Opening: Convo Call Center Manager – Austin
Call Center Manager – Full Time
Location: Austin, Texas
Description
Convo Communications, deaf-owned and deaf-operated, is an FCC-certified company that provides 24/7 Video Relay Service (VRS).
We are looking for a talented and driven individual to embrace an incredible team here at Convo, and to join the Convo team as a Call Center Manager. This position will report to the Vice President of Interpreting.
As a Call Center Manager, you will maintain Convo’s standard for excellence in VRS interpretation by running our Austin Call Center.
Essential Duties & Responsibilities
* Serve customers and interpreters by managing staff while planning and implementing call center strategies and operations
* Maintain and improve call center operations by monitoring interpreters performance, identifying and resolving problems, preparing and completing action plans, and managing system and process improvements while keeping highest levels of quality assurance
* Accomplish company objectives by recruiting, selecting, training, assigning, coaching, and disciplining employees; communicating job expectations; planning, monitoring, and reviewing job contributions; and enforcing policies and procedures
* Prepare call center performance reports by collecting, analyzing, and summarizing data and trends
* Make daily adjustments to the schedule based on requests, communicating with Workforce Managers all scheduling occurrences, monitoring schedule requirements within call centers, maintaining interpreter databases, assisting with department projects, and verifying timecards
* Perform other duties as assigned
Expectations and Required Skills
* Customer focus
* Strong communications and interpersonal skills
* Ability to handle sensitive and confidential information
* Problem solving
* Teamwork
* Ability to work a flexible schedule
* High organizational skills and a self-starter
* Work in a fast-paced environment while multitasking
* Fluent in American Sign Language (ASL)
* Strong understanding of ASL and deaf culture
* Analytical and conflict resolution skills to resolve interpreting issues
* Strong attention to detail
Resume
Please send resume and cover letter to [email protected]
Subject line: Austin Call Center Manager
This position will be open until March 6, 2015
SOURCE:
http://convo.im/CCMA-ATX or
https://www.convorelay.com/jobs.html#ccma