Call Center Manager - Mechanical Dept in Rolling Meadows, IL at LeasePlan

Date Posted: 5/24/2018

Job Snapshot

Job Description

Ensure the MRM department strives for the highest level of quality to all Clients, Associates, and Vendors.
Conduct employment interviews and make hiring decisions.
Ensure quality and productivity standards, goals and training are established, executed and measured for all Mechanical and Switchboard associates.
Responsible for creating and facilitating semi annual performance appraisals, goal plans and yearly salary meetings, along with any follow up meetings.
Ensure all coaching and disciplinary actions are conducted consistently, confidentially and within HR policy.
Effectively manage timekeeping and payroll tool so Payroll is timely and accurate.
Effectively manage timekeeping tool as it relates to employee benefits ie. Vacation time, personal/ sick time, Holidays, etc...
Ensure all scheduling for the Contact Center is based on historical call arrival patterns.
Ensure processes around real-time floor management are executed on a daily basis
Ensure client instructions are clearly articulated in MIMS
Act as a resource for floor support as it relates to company/ departmental policies and proper file handling techniques
Have the ability to articulate knowledge/ experience and contact center policies to all levels within the organization along with external clients
Must be able to coach and mentor contact center personnel to make them more productive and deliver a higher quality of service
Support Client Relations to resolve client issues and inquiries in a timely fashion and to the clients satisfaction, as assigned
Ensure that all client complaints are addressed within appropriate time lines.
Create departmental policies and procedures that adhere to our core values
Create and Conduct regular department meetings
Maintain positive relations with other departments within LeasePlan and treat all fellow associates with courtesy and respect.
Live the core values in all interactions across the entire company.
Communicate with co-workers, team members, management, clients and others in a courteous and professional manner.
Conform with and abide by all regulations, policies, work procedures and instructions.
Demonstrate reliable and predictable attendance.
Other duties assigned to ensure overall departmental efficiency.

ORGANIZATION COMPETENCIES
Commits to organizational goals and objectives
Demonstrates open, effective communication and teamwork
Customer Focused
Acts with integrity and professionalism
Works to maintain quality standardsJOB COMPETENCIESDemonstrate flexibility, self control, and responsibility
Demonstrates proactive approach internally and externally
Project enthusiasm along with problem solving
Demonstrates perseverance along with results focused, juggles and completes priorities, and pursues learning and development
Delegates along with providing clear direction with identifying talent
Recognizes that time is a resource to be carefully allocated according to priorities that may be constantly changingIDEAL REQUIREMENTSEducation High school diploma required.Technical degree and or college preferred.ASE Certifications a plus. Experience in Call Center management experience with a focus on call center metrics, scheduling and quality control required. SAP system integration experience a plus.Mechanical management experience a plus. 3-5 years hands on mechanical experience a plus.Skills Must be able to provide exceptional internal and external customer service. Must honor commitments even under adverse circumstances. Must have impeccable time management skills. Must display strong loyalty to the organization. Must be capable of making decisions of major consequence to the organization in conscientious way based on sound analysis of alternatives. Strong negotiation skills are required. Must be able to direct meetings and present information to small and large groups. Ability to pioneer new approaches to improving quality and effectiveness within the organization. Must possess excellent written and verbal communication skills. Must be able to resolve internal conflict and resolve client issues resulting from human error. Must be able to listen, and coach staff effectively to inspire others to learn, grow, and perform to their highest potential.

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