Call Center Manager presso Fleet Response

Job Summary

Supervises and coordinates activities of workers providing telephone customer support and claims intake services to callers. Carries out managerial responsibilities in accordance with the organization’s policies and applicable laws. Maintain relationships with clients, vendors staff/coworkers.

Essential Duties and Responsibilities 

Includes, but is not limited to, the following:   

• Analyzes data and live phone system to ensure Call Center is performing within standards regarding talk time and wait time.
• Responsible for oversight of department training and performance management/coaching plans for Call Center employees.
• Reviews and audits claims and rentals for accuracy and to ensure proper procedures and client requirements are being followed.
• Reviews and audits (live and recorded) calls for Call Center Representatives to ensure accuracy on procedures and be sure that correct information is being given to our clients/drivers.
• Prepares information and attends Client Review Meetings to discuss any Call Center issues or process improvements.
• Takes part in parameter calls.
• Works with Rental Providers to ensure proper procedures are being followed.  Escalates issues to corporate and resolves as needed.
• Ensures comment card follow up is complete.   
• Maintains proper coverage in the department at all times.   
• Works with outside vendors (after hours, towing, glass) to ensure procedures are followed and we are within SLA’s.   Escalates issues and discussed process improvements as needed
• Assumes Call Center Supervisor duties when Supervisor is not available.
• Enters new rental accounts in the computer system.   Updates changes in the system as they are needed.
• Enters new rental offices in the computer system.   Updates changes and deletes offices in the system as needed.
• Maintain and update rental rates in system due to higher commission tiers or increases.
• Calculate new rates from the rental suppliers as needed.
• Communicates with potential suppliers and clients.   Communicates with current clients to review rental program as needed.
• Assists the sales department by supplying quotes / rental rates as needed.
• Coordinates with after hours and IT to ensure proper phone routing during holidays and outages.
• Work with IT on computer and phone issues that come up for call center and after hours representatives.
• Works with the Project Coordinator on IT projects for the Call Center.
• Works with Vice President of Client Services and other Client Services leaders on all personnel, Client and vendor issues.

Management Responsibilities: 

• Oversees the day to day operation and phone services levels of the Call Center
• Determines work procedures, approves work schedules and expedites workflow
• Studies and standardizes procedures to improve efficiency and service of department.  Issues written and oral instructions as needed
• Answers questions and recommends corrective services to address customer complaints.
• Answers questions about service and adjusts errors.
• Monitors department to observe employee’s demeanor, technical accuracy and conformity to company policies.
• Rates productivity of customer service representatives and generates information used to staff effectively and assign additional projects.
• Conducts performance reviews.
• Screens, interviews and recommends candidates for open positions within the department. 
• Responsible for initial and continuous training/education of Call Center employees.
• Handles any disciplinary actions for Call Center employees.  Works with HR to ensure proper procedures are being followed and proper documentation is in the employee file.
• Maintains time clock for the Call Center.  Ensures accurate punches, vacations, bonuses holidays and notations are made into the payroll system.  And submit payroll by the deadlines every other week.
• Take part in prospective client visits at the office to review claim intake process.
• Available for escalations that may occur during non-peak hours.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned this position.  They are not to be construed as an exhausted list of all responsibilities, duties, and skills required of individuals performing this job.  All personnel may be required to perform duties outside their normal responsibilities from time to time as needed. 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE

• High school diploma or general education degree (GED); or minimum four years’ Call Center experience and/or training; or equivalent combination of education and experience. 
• Prior call center experience in an automotive, insurance, car rental or other related industry required.  Prior supervisory and training experience preferred.

LANGUAGE SKILLS: 

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  
• Ability to write reports, business correspondence, and procedure manuals.  
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS: 

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

TECHNICAL SKILLS: 

• Ability to use computer to access e-mail and the internet.  
• Basic skills in Windows and Microsoft Office. 

REASONING ABILITY: 

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands and Working Conditions 

The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes. 

The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.. 

Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. 

Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed clearly and understandably both in person and over telephone. 

Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound. 

Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.