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Company Overview Central Payment is a leading national Merchant Services Provider offering businesses across the country a secure method of handling all electronic ...
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For your reference, we have included the original job posting below.
Call Center Desk Manager Job
Job Number:
25683473
Company Name:
American Express
Job Location:
St Petersburg, FL US
Job Category:
Customer Service
Call Center Desk Manager Job
Job Posting Title: Call Center Desk Manager AutoReqId: 129606BR
Responsibilities:
Revolution Money, a subsidiary of American Express, is a next-generation payments platform providing secure, easy and flexible payment solutions for everyone. Founded in 2005, we have developed an innovative payment processing platform, payment card network, and new consumer payment solutions including RevolutionCard and Revolution MoneyExchange, to meet the needs of issuers, merchants, and consumers.
Play a key role in building the next consumer financial services powerhouse!
The Call Center Desk Manager will report to the Customer Service General Manager. The principal responsibility of the Call Center Desk Manager is to manage the staff, workforce management, coordinate schedule/vacation, generate scorecards and address staffing requirements, including being the ECHOPASS point person. Also, the Call Center Desk Manager ensure that all duties are executed in accordance with department and company regulations.
Ensure that the Customer Service Representatives (CSRs) are servicing and taking care of all customer needs by offering world class customer service on every call. Ensure that all scripts, policies and procedures are kept current. Take a lead role in coaching, mentoring, training and development of the CSRs Identify areas in the operations where improvements should be made. Ensure that good recording keeping exists for all correspondence and customer contacts, whether via phone, letters or e-mail. Take a lead role to ensure that Call Center Security is never compromised and that sensitive, personal customer data is always handled in a secure fashion. Play a lead role in ensuring that the department Quality goals. Perform regular performance reviews with the Customer Service Representatives. Make sure that the department is right staffed on a daily basis and make necessary changes to the schedules. Creating optimal schedule to meet the demands of our customers for 24/7 environment Manage and create a capacity plan Work with internal and external partners in delivering superior customer service Manages the workforce management system ECHOPASS Identify staffing opportunities as it relates to scheduling, adherence and telephone service factors (levels) Provide management information & productivity forecasts on a regular basis to plan call centre resources. Focuses on customer needs, call patterns and the planning of shifts, rotations and leaves of staff. Be the point person for managing ECHOPASS, Workforce Management and Call Recording System. Monitor incoming volume via phone, email and chat Act as Subject Matter Expert on certain programs/products as determined by management. Perform annual performance appraisals for direct reports (per HR) policy. Identify weaknesses in the workflow, make recommendation for process improvements. Build strong and versatile teams of CSRs. Ensure that the department is in compliance with all company and other regulatory requirements. Ensure that all management and other required reports are completed and delivered timely. Handle miscellaneous projects as assigned. Monitors representative calls on a regular basis for quality and accuracy. Provides feedback and identifies staff/training developmental needs. Researches and resolves issues with existing procedures and identifies and implements modified procedures.
EOE statement: American Express is an Equal Opportunity Employer.
Required Qualifications:
High School diploma or GED required. Bachelor Degree preferred. Work experience may be substituted for Bachelor degree. At least 3years previous experience in a financial institution call center (e.g. credit card, banking, investment, or insurance), 1 year in a supervisory or managerial role. Experience managing ECHOPASS, Workforce Management and Call Recording System. IVR experience a plus. Experience monitoring incoming volume via phone, email and chat Ability to effectively coach, develop, and motivate staff. Excellent verbal and written communication skills. Willingness to take ownership of each task and lead by example. Experience creating and/or updating procedures a plus. Must be self-motivated to work independently and in a team environment. Ability to handle multiple tasks and proven time management. Must have knowledge of Microsoft Suite (Outlook, Word, and Excel). Must be flexible and dependable.
