Call Center Manager, Permit Operations

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Call Center Manager, Permit Operations - (28434)Requisition Number: 28434Location: TX, IrvingJob Description:Job Responsibilities:* Management of a team of 15-20 Customer Service Representatives that services high volume customers within the Irving, Texas Regulatory Compliance Services division and oversees the building and maintenance of employment relationships to insure volume levels are met with accuracy* Management of an experienced call center staff who have demonstrated the ability to obtain multiple permit orders to insure a high level of customer service* Monitor, coach and document any disciplinary, training, and career pathing issues for associates in the Legalization, Safety and Mailroom operations* Deliver monthly conference to each associate detailing progress, policy, and procedural changes* Assist the Training department in the development of current and future training initiatives to reduce overall error rates, and to improve the levels of customer service provided by front line associates* Work with the Director of Permit Operations to create detailed project plans for improvement of service qualities across all areas of Operations* Implement and maintain procedures and mechanisms to initiate improvements in operational procedures and processes as required* Serve as the first level of escalation of customer issues and responsible for representing OPS management in meetings with other departments* Active involvement in process improvement as evidenced by continuous improvement of processes directed toward reducing costs, improving cycle time, increasing sales/gross profit, and enhancing customer satisfaction* Develop business insights based on analysis of results, communicate key findings and recommend action items to various stakeholders to facilitate data-driven decision-making* Oversee operations in 3 critical satellite offices (Jacksonville, FL; Rockford, IL; San Bernardino, CA)* Responsible for managing 3 remote supervisors and 10-15 remote agentsQualifications:* Bachelor's Degree or equivalent experience and education* 3-5 years management experience in a call center environment required* Minimum of one year of industry experience is strongly preferred* Good communication skills to enable effective interaction with various levels of management, customers and other support groups* Strong project management skills and the ability to effectively manage competing priorities and duties in a deadline driven environment* Awareness of process improvement techniques, including Six-Sigma and Lean preferred* Demonstrated analytical, planning, problem solving and decision making skills* Outstanding detail-orientation and organizational skills* Able to work independently and travel as necessary* Outstanding record of achievement including maintenance of standards and integrity* Proven leadership abilities preferably in a product support or customer support environment required