Call Center Manager-ITA

Department: Illinois Tollway Call Center
Type of position: Full-time
Schedule: Monday to Friday 6 to 3 or 2 to 10
Location: UIC Campus - Halsted St

DEPARTMENT:  Illinois Tollway Call Center

REPORTS TO:   Director, Call Center

STATUS:         Full-Time, Exempt

SCHEDULE:    Monday - Friday

                    6:00 a.m. to 3:00 pm or 2:00 p.m. to 10:00 p.m.

LOCATION:   UIC Campus - Halsted Street

DATE REVIEWED:  09/06/16

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 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.

EDUCATION AND QUALIFICATIONS: • Bachelor’s Degree preferred or Associate’s 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.

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