• ·        Manages the performance of out-sourced call center partners by providing hands-on day-to-day feedback and making recommendations for improvement.

  ·        Defines user requirements, establishes specifications, production, productivity, quality, and customer-service standards.

  ·        Contribute information and analysis to organizational strategic plans and reviews.

  ·        Oversee Call Center Partners to hire, train and onboard new agents.

  ·        Manage quality and performance metrics to optimize customer experience through the call center agents.

  ·        Partner with cross functional teams to ensure effective communications & superior customer experiences.

  ·        Assist with refining and administering Customer Satisfaction measurement programs.

  ·        Leverage customer feedback to identify issues and opportunities

  ·        Partner with cross functional teams to ensure effective communications & superior customer experiences.

  ·        Identify and evaluate state-of-the-art technologies an recommend upgrades or changes.

  ·        Evaluates overall Call Center performance and makes recommendations to Sr. Leadership regarding the continued viability of those centers.

  ·        Performs other related duties as assigned.

  ·        Experience with Microsoft Office to include advanced skills with Word, Excel, PowerPoint and Outlook

  ·        Excellent presentation and communication skills

  ·        Partners with the Workforce Management Training, and Executive Leadership to coordinate the best ways to deploy programs across Sales Centers

  ·        Establishes standards and manages the process for vendor review and ongoing oversight

  ·        Monitors program compliance and effectiveness

  -Collaborate and communicate with EarthLink partners on continuous best practices, internal and external benchmarking, talent development and knowledge sharing.

  Competencies: To perform the job successfully, an individual should demonstrate the ability to:

  ·        Recognize and act on opportunities to cultivate or expand new business.

  ·        Take calculated risks to accomplish goals.

  ·        Communicate effectively both verbally and in writing.

  ·        Monitor and measure customer satisfaction and agent performance.

  ·        Demonstrate effective problem-solving skills.

  ·        Travel up to 75% of each month.

  ·        Be results oriented, pay attention to detail, have a positive attitude and communicate effectively.

  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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  Education/Experience:   Bachelor’s Degree in Business or related field plus 5-7 years of experience in a call center management role or equivalent combination of education and experience.

  Computer Skills:  Must be proficient in MS Office Suite, Outlook and other generally used business tools.

  After applying, please follow the below link to complete our Culture Survey Index, as part of the recruitment process. This survey takes approximately 5-7 minutes and provides us with data measuring seven work-related traits.

• There is no pass or fail.
• There are no correct or incorrect answers.
• Only work-related behaviors are measured.
• It cannot determine age, race, gender, or religion.

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