Senior Manager, Contact Center Program Management at Epiq Class Action & Claims Solutions in Tallahassee, Florida

Job Description:

It's fun to work at a company where people truly believe in what they are doing!

Job Description:

Summary

This position is primarily responsible for assigned Contact Center Program Managers and their effective planning and execution of Contact Center solutions to meet the needs of the business and assigned clients. The selected candidate will be the oversee Contact Center communications and strategy for external client and internal support department requests.

Essential Duties and Responsibilities

• Responsible for managing and developing the Contact Center Program Managers.


• Ensures overall success through the coordination, management, and department execution of client’s deliverables.


• Conducts Contact Center, Program Performance Trending and Root Cause Analysis


• Monitors all service level results for assigned projects and oversees Contact Center Program Manager reporting as requested.


• Consistently delivers proactive communication with internal and external clients and serves as point of escalation when necessary.


• Prepares and controls department budgets.  Plans effective strategies for the financial well-being of the department and the division.


• Works with internal and external clients to establish best practices which meet client needs and addresses any prioritization issues that may arise.


• Designs and maintains department’s standard operating procedures.


• Other duties as assigned.

Job Qualifications and Requirements

• 10 years of call center management experience


• Bachelor’s degree or equivalent experience


• Excellent verbal and written communication skills with a professional, calm demeanor


• Ability to interact with all levels of managers in the organization


• Firm understanding of the Call Center ACD system, Call Center Work Force Management and IVR


• Ability to effectively handle multiple tasks and time-sensitive projects with changing priorities

Key Leadership Competencies

Managing Performance: Ensures that associates have clear goals and objectives, expectations and measures of success for projects and tasks; provides specific performance feedback, both positive and corrective, as soon as possible after event.

Fosters Teamwork: Provides opportunities for people to learn to work together as a team; promotes cooperation with other departments; recognizes and encourages the behaviors that contribute to teamwork.

Empowering Others: Gives people latitude to make decisions based on their level, area of responsibility, knowledge and skills; encourages individuals and groups to set their own goals consistent with business goals.

Managing Change: Facilitates the implementation and acceptance of organizational change.

Strategic Agility: Clearly understands and articulates the business strategy; continuously ensures team and individual goals are aligned to broader strategic objectives, particularly when there is a change in direction; anticipates future consequences and trends, accurately including their potential impact; maintains broad business knowledge and perspective; creates new, competitive strategies aligned to the broader business strategy.

Influencing Others: Uses appropriate interpersonal styles to persuade others to accept a position or initiative that results in action to positively impact business results; assesses the current situation and adapts interpersonal style to suit the target audience; makes recommendations to achieve a specific impact, effect or course of action adopted by others; seeks mutually beneficial solutions; obtains cooperation from others, including those who are not direct reports.#LI-KW1

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.

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