Call Center Manager

We are building a free education referral service and we work with a number of colleges and universities nationwide. We are taking inbound calls and making outbound calls to potential students who have inquired online to receive information on furthering their education. We match them with schools based on their area of interest.

We are looking for a business manager to help manage a team of several assistant managers, quality control specialists and training specialists who service over 100+ representatives. This is a mid-management level position and an exciting opportunity to work with one of Chicago’s fast-growing Internet advertising companies! We are currently hiring 3 to 5 representatives a week in our call center and are looking to continue to grow the business. This manager oversees the entire staff for the Windy City Call Center operations.

Job Description:

Manage and coach assistant managers, quality control team and training specialists.
Manage and improve all operations and workflow processes for hiring, training and handling calls.
Work with company owners to build strategies around hiring, training, teamwork, employee morale programs and other initiatives to help the management team grow the business.
Create and analyze reports, make recommendations in order to grow the business.
Oversee all core performance and quality metrics. Make adjustments as needed to ensure all team goals are met.
Maintain the dialer system including campaign management, file uploads and researching new features and upgrades.
Develop contests for quality improvement.
Update and maintain call center training materials and documentation.
Make final decisions on company outings and group events.

Skills / Requirements:

Extremely organized and efficient
Must have a BA/BS degree
Online marketing experience required
Strong analytical skills required
Previous experience in a call center environment a plus
Better than average computer skills a must . Must be proficient in all Microsoft Office programs.
Excellent communication and leadership skills and ability to manage employees
Must have experience managing large teams of part-time employees
Self motivated and driven by personal success
Ability to multi-task and juggle many projects at one time
Positive attitude, a high level of enthusiasm and strong desire to help people

If interested please send your resume and cover letter to damienk@birddogmedia.com.