Call Center Manager
Company: Internet Brands
Location: Newark
Posted on: June 20, 2022
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Job Description:
DescriptionMartindale-Avvo is looking for a Call Center Manager
to join our dynamic New Providence, NJ, team! The Manager will
hire, lead and manage Team Leads and Agents who -handle the
processing of Applications received from prospective SSDI
claimants, working directly with claimant and SSA agencies.
Responsibilities will include coaching and monitoring/addressing
performance. Experience with SSDI/SSA is a plus. This position will
require a presence in our New Providence, NJ, office.Candidates
should have the following qualifications:A minimum of 2 years
experience in a managerial role.Knowledge and experience with call
center metrics and reporting.Customer service orientation;
energetic and outgoing personality.Ability to lead meetings and
presentationsExceptional listening and analytical skills. -Ability
to effectively manage conflictMultitasking skills and
detail-oriented focus required for a fast-paced environment.Basic
PC knowledge, working knowledge of Windows operating systems,
Internet and mainstream web browsers; CRM Software experience a
plus.Knowledge and experience using Google Suite applicationsHave
excellent oral, written and interpersonal skills.The Role's
Responsibilities will include:Direct management of Team Leads and
oversight of Applications agentsEstablish a high standard for
productivity, quality, customer service as well as define
guidelines.Ensure coverage is properly scheduled for all
queues.Collaborate with Product, Marketing, Sales and Tech on new
initiatives that require Call Center process/system
enhancements.Manage and improve center performance through
performance monitoring, problem resolution, system audits and
quality assurance measures.Ensure QA is conducted and reviewed with
all agents on a regular basis.Assist human resources department in
the recruitment process for intake specialists by interviewing
potential hires and identify candidates that qualify for the next
step in the hiring processHandle escalated issues.Regular
communication forums with direct and indirect reports.About
Internet Brands:Headquartered in -El Segundo, Calif., Internet
Brands is a fully integrated online media and software services
organization focused on four high-value vertical categories:
Health, Automotive, Legal, and Home/Travel. The company's
award-winning consumer websites lead their categories and serve
more than 250 million monthly visitors, while a full range of web
presence offerings has established deep, long-term relationships
with SMB and enterprise clients. Internet Brands' powerful,
proprietary operating platform provides the flexibility and
scalability to fuel the company's continued growth. Internet Brands
is a portfolio company of KKR and Temasek. For more information,
please visit -. -Internet Brands and its wholly-owned affiliates
are equal opportunity employers.
Keywords: Internet Brands, Newark , Call Center Manager, Executive , Newark, New Jersey
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