EarthLink, a leading provider of Internet Services, is seeking an experienced Call Center Manager to oversee all day-to-day Call Center operations to join our team.  In addition to managing the Call Center, the Manager will assist with process improvement and best-in-class customer service to drive success.

The Call Center Manager must be detail-oriented, reliable and results-driven to solve problems and drive strategic objectives.

Job Responsibilities:

• Demonstrate leadership within the department that ensures consistent quality service.
• Establish technical specifications, production, productive and strategic plans and department initiatives.
• Oversee hiring, training and team development to maintain high productivity and customer service standards.
• Knowledge in performance evaluation and customer service calls metrics.
• Accountable for tracking, coaching and developing staff for success
• Ensure processes are documented and business objectives are met.
• Act as key subject matter with operations service delivery.
• Manage the daily operations of the Call Center.
• Communicate job expectations and enforce policies and procedures.
• Ensure compliance with all regulatory requirements are met.
• Accomplish organizational success by adding value to the department accomplishments.
• Establish and meet performance goals for customer success and quality of services.
• Collaborate with WFM to maximize scheduling of call center agents.
• Process reports for both usage and customer services.
• Expeditiously assist with after hours questions and concerns.
• Monitor Call Center staff queue database for accuracy and timeliness.
• Assist with other duties as assigned and required.*

Required Skills: *

• Commitment to excellence – quality driven.
• Exceptional verbal and written communication skills.
• Ability to coach and train staff by using various automated platforms.
• Strong knowledge of team building and conduct monthly employee meetings.
• Excellent customer service skills.
• Must be proficient in MS Office.