Call Center Manager: job description

[Saramencia]

Hi everyone:
I am starting a Call Center Banking operation and really need your help!.

At this time I need a Call Center Manager Job Description for a bank.

Any one who can help me in this regard?

Thanks

[zoinks]

check monster.com (USA). You should easily find job postings/descriptions there to get you started.

[zoinks]

The Call Center Manager will have direct responsibility for the day-to-day operations of the Corporate Information Technology Service Desk and Call Center. The Call Center is a 24/7 integrated help desk and IT services desk that supports more than 4000 Genentech end users. The Call Center Manager will be responsible for overseeing the day-to-day operations of the help desk team to ensure quality response, consistent follow-up and communication, accurate incident tracking, reporting and resolution, appropriate problem routing and escalation, development of support procedures, adequate staffing levels for inbound coverage, and timely resolution of requests to exceed or meet established Service Level Agreements (SLAÂ’s). The Call Center Manager will also build and manage the first- and second-level customer support team and ultimately drive the development of a climate of superior customer service, and a high performing, goal-oriented staff.

Leads and manages 24X7 operation and directs all call traffic for a multi-skilled, multi-department call center using Intelligent Call Routing (ICR) to achieve revenue and specific operation and customer focused goals.
*Responsible for staff that acts as a hub for multi-site organization for any impacting issues to the call centers;
*Interacts with multiple sites ( including outsourcer) and leadership in support of routing and call handling initiatives; interacts daily with senior level managers;
*Manages operational administration (headset inventory, agent logon code access);
*Responsible for real time and historical reporting of metrics to leadership team;
*Supports IVR application through the recording of the main application as well as item descriptions;
*Plans, controls, and coordinates the development of system projects from the initial definition phase through successful implementation;
*Technically directs projects and acts as a project lead; -reports on trends and makes changes to skills and thresholds based on those trends;
Minimum Requirements: Demonstrated success in leading, coordinating and managing large system implementation projects across multiple functional areas ;
*Excellent technical skills and understanding of e-commerce packages and call center technologies (i.e. Avaya, CMS, Siebel, Genesys, IVR, etc..);
*Demonstrated ability to make effective business critical decisions and provide backup reasoning for same;
*Ability to integrate rapidly with an existing team;
*Demonstrated excellent follow-up skills with the ability to meet aggressive deadlines; *Demonstrated ability to multi-task in a fast-paced environment;
*Strong oral/written communications and analysis skills;
*Intermediate level skill with Word, Excel and Outlook is required; knowledge or Access helpful;
*BA/BS Degree plus 5 years experience in call center operations or equivalent. *Experience in streamlining and re-engineering call center operations, experience with Intelligent Call Routing and familiarity with various routing and call management GUI systems (i.e. Lucent CMS and Genesys CCPULSE) are a plus.

[Saramencia]

I appreciate VERY VERY much your inputs!

Thanks again.

Sara