Call Center Manager
Job Summary
Company Hypothesis Marketing
Location Webster, SD 57
Relevant Work Experience 2+ to 5 Years
Expected Starting Date 7/16/2009
OVERALL OBJECTIVE AND PURPOSE: The Call Center Manager will be responsible for coordinating the daily operations of a centralized call center in Webster, South Dakota. This manager will also be responsible for monitoring key performance indicators for the department, such as call volume, and abandonment rate and registration error report. The manager is responsible to anticipate and adjust staffing levels in the call center so that customer service standards are maintained. This position requires the ability to development and train staff and monitor adherence to Hypothesis Marketing’s practice protocols to ensure efficient and accurate scheduling of appointments. The manager will be a key liaison to the Operations team, Information Technology, and Business Development and recommend policies and procedures to improve quality and efficiency of the call center's delivery of service to our customers and clients. The incumbent is responsible for employee performance reviews as well as coaching and counseling. The incumbent must be motivated to work in a dynamic on-line environment and may be requested to perform special projects as assigned.
To perform this job successfully, an individual must be able to perform satisfactorily. The requirements listed below are representative of the education, qualifications, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disability to perform these functions.
Education: Requires Bachelor's degree in a business related field or the equivalent in experience in a market research or contact center position of responsibility is required.
Experience: Substantial experience in supervisory position in market research or a related field is required. Experience in ACD and IVR technology is highly desirable. Experience running a department or business P&L is also highly desirable.
Knowledge: Demonstrate ability to quickly assess training needs and work with internal departments and outside vendors to implement policies, procedures and training. Knowledgeable in the interpretation and analysis of data for quantitative and qualitative reporting. Staffing resource for Contact Center and must have business acumen to understand how to grow the contact center.
Special Skills/Equipment: Must be able to work with the public; discern and handle various documents and reports; deal appropriately with employee relations issues; handle telephone demand efficiently and monitor quality of telephone encounters. Proficiency in Microsoft Office and IVR application is preferred. Call Center Supervisor
Job Summary
Company Hypothesis Marketing
Location Webster, SD 57
Relevant Work Experience 2+ to 5 Years
Expected Starting Date 7/24/2009
OVERALL OBJECTIVE AND PURPOSE: Responsible for coordinating the daily activities of the Call Center Operations personnel to ensure overall efficiency, excellent customer service, data integrity and system performance. This position is based in Webster, South Dakota.
PRINCIPLE DUTIES AND RESPONSIBILITIES: Trains, supervises, evaluates, and counsels the Call Center staff with direct responsibility for Hotline and Dispatch functions.
- Ensures all performance plans, memos and reports are distributed, understood, utilized and available to all operations.
- Assumes responsibility for the Call Center during non-business hours.
- Monitors site security and ensures safety procedures are maintained.
- Remains on-call to ensure immediate response to emergency situations.
- Attends/schedules meetings on a regular basis.
- Develops and monitors schedule changes to ensure all shifts are covered.
- Updates automated call distribution scripts.
- Supervises the hiring of personnel.
- Takes overflow Hotline calls and Dispatches as required.
SCOPE: Complexity: Functions Responsible for or Influenced: Moderate/High - Direct supervision of associates, training and reporting with moderate influence within management and customer level. Systems Engineer
Job Summary
Company Hypothesis Marketing
Location Webster, SD 57
Relevant Work Experience 1+ to 5 Years
Expected Starting Date 7/24/2009
Description: Responsible for working on highly technical, complex projects, including developing systems that will meet the company’s needs; research and recommend future technical needs to management in order to provide the most efficient and effective system for the organization while meeting the companies business objectives; participate in business meetings to identify and understand the company’s goals and objectives in order to develop a system that will meet the company’s current and future business needs; define project requirements by meeting with management and end users to gain a thorough understanding of project or project task needs, providing leadership and technical direction during all stages of the project.
Qualifications: The ideal candidate should have a very solid background in call center technology, especially focused on either the Genesys CTI platform and next-generation VoiceXML IVR technology. Experience with Cisco IPT, IPCC/UCCE and ICM is also a plus.
- Bachelors degree in Computer Science, MIS, related field or equivalent work experience
- Minimum five years programming experience using a standard coding language and/or platform
- Based on area of responsibility and departmental need, knowledge of: one program platform is required (Tandem, Windows, Unix, or Web) and/or one standard programming language is required (i.e., C, SQL, Data Comm, Visual Basic, C++, COBOL, HTML, PERL, Java, etc.)
- Knowledge of a suite of office software packages
- Project management experience optional
- Based on area of responsibility and department need, knowledge of J2EE, Swing, Struts and JMS is preferred
Skill-sets we are looking for:
- Work closely with business partners to document very detailed technical requirements based on business needs, and create corresponding technical design documents.
- Create, update and/or coordinate project documentation such as Functional Requirements, High Level design and implementation documents, product evaluations.
- Develop/design/update/support Genesys strategies and infrastructure for a multi-tenant Genesys environment
- Contact center background
- Experience with either Genesys CTI and/or VXML-based IVR
- STRONG network and premise based routing logic design and debug skills.
- Experience with VoIP and SIP technology. Preference for candidates with Cisco IP Telephony experience.
- Strong background in utilizing carrier based routing as well as the ability to manipulate network plans to integrate into a CTI environment.
- Understanding of basic networking concepts such as WAN infrastructure and protocols such as TCP, UDP, etc.
- Experience with premise ACD/PBX integration (MAPD, Symposium, etc) and basic switch routing concepts, including an intermediate to advanced understanding of IVR and Telephony interfaces into CTI systems.
- 1 to5 Years experience with Telecommunications and Contact Center Technology and Architecture, Call Center and CTI Technologies, Automatic Call Distributor ACD / PBX experience - Nortel, Avaya, and Aspect.
hr@hypothesismarketing.com
