Description:
The professional that we seek to hire will become part of our Federal Practice area and manage an applications processing center.
Description of Duties
The Contact Center Manager will provide oversight and processing support to the Center Director of a Federal agency. The Contact Center Manager will assist in planning and setting production goals on a weekly basis, monitor performance of the staff against production goals, and directly participate in processing of requests received by the center to alleviate backlogs. The Contact Center Manager will be responsible for managing and implementing the overall contract requirements. The Contact Center Manager will oversee the day-to-day activities of the contract staff (approximately 30 processing analysts/specialists) supporting the center. He or she will supervise, direct, and coordinate the activities and schedules of the analyst/specialist staff. The Contact Center Manager shall foster a work environment that respects individuals, promotes teamwork and cooperation and encourages innovation and new ideas. The Contact Center Manager will be responsible for developing, documenting, and maintaining work processes and rules, assist in developing productions goals for analysts, monitor staff performance, and perform processing activities similar to that required of the analysts. It is expected that the Contact Center Manager will be fully capable of performing the tasks associated with the positions under his/her supervision and be available to assist with processing requests as time allows and during peak work load to prevent backlogs. The Contact Center Manager/supervisor is responsible for coordinating contractor activities with the Center Director and working cooperatively with other Federal staff and contractors at the center as required.
Requirements Knowledge Skills & Abilities:
• possess the ability to communicate effectively both orally and in writing,
• possess experience developing and implementing staffing plans and performance measurement systems for a production based operation, and
• demonstrate experience providing guidance to lower level personnel to meet production goals.
• Strong organizational and analytical skills
• Ability to manage a varied workload with flexibility, creativity and persistence
• Working knowledge of MS Excel, Word, PowerPoint and Outlook
• Solid presentation preparation and delivery skills
• Strong Business Ethics
Candidate Requirements:
• A minimum of a four year college degree from an accredited college or university,
• A minimum of five years experience in leading related work (managing a contact center),
• Superior interpersonal skills
Candidate Preferences:
• Employment-based immigration knowledge is a plus
Positions Available:
• Contact Center Manager (1)
• Assistant Contact Center Manager (1)
Hiring Organization: TeleSolv Consulting
- Location: Chicago, IL
- Compensation: $70,000 to $115,000/year
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.