STATEMENT OF PURPOSE: Manages and directs all aspects of in/outbound call center operations. Implements and reviews policies and procedures. Supervises, trains, and develops representatives; resolves conflicts; ensures work product consistently meets established standards; and takes required corrective/developmental action to remedy deficiencies.
KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
- Responsible for direct oversight of call center operations, Call Center Supervisors, Mail Center Supervisor, and Rental Reassignment Clerks;
- Real time reports on productivity and key performance indicators;
- Staff scheduling;
- Real time reports on revenues and the number of payments processed (by type);
- Remedial training and training on procedural updates and new initiatives will be conducted on an ongoing basis as required. We have assumed 8 hours per quarter will be needed for additional training;
- Composing response letters to inquiries from violators based on Tollway guidelines and procedures;
- Works closely with and reports to Assistant Director with respect to operational issues and needs;
- Maintains high in/outbound call volumes, and daily reporting of any issues;
- Responsible for setting and achieving targets for speed, efficiency, and defined monthly quota;
- Responsible for monitoring random calls to improve quality, minimize errors and track operative performance;
- Responsible for staff performance, identifying training needs and training sessions;
- Oversees forecasting and analyzing data against budget figures on a weekly and/or monthly basis;
- It will be also needed to perform the basic duties such as preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary;
- Performs other duties as assigned by Supervisor.
Qualifications
QUALIFICATIONS:
- Bachelors Degree preferred or Associates degree from an accredited institution or over 5 years contact center management experience.
- Ability to effectively work within established contractual turnaround times;
- Detail oriented, as well as ability to manage multiple tasks with follow-up skills.
- Bilingual English/Spanish preferred.
- Advanced proficiency with MS Office applications.
- Ability to work well under pressure making sound decisions quickly in a fluid, fast business environment.
- Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks.
- Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential.
The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.