Compensation Overview

Salary Range: 65000 to 80000 (Currency: USD) (Pay period: per-year-salary)

What You’ll Do

• Establish and achieve projected service levels, booking levels, and quality objectives
• Forecast and analyze data against budget figures on a weekly and/or monthly basis
• Align engineering technologies and processes to maximize service delivery
• Align strategic direction with goals and objectives for the department and execute accordingly
• Effectively manage the Contact Center and the department’s work activity & environment
• Communicate departmental activity to and from Senior Management
• Effectively manage and oversee internal and external client relationships
• Deliver consistent service level with each client interaction
• Oversee the success of each new account and develop long-term client relationships
• Contribute in any client de-escalation discussions regarding quality
• Leadership and Business Management
• Demonstrate leadership best practices and principles to drive business objectives and motivate the team
• Apply critical thinking over tasks and projects to ensure key business objectives are being prioritized and completed
• Perform and apply deep knowledge of the Call Center business environment to anticipate opportunities and drive performance at all levels
• Achieve forecasted revenue and profitability goals
• Meet or exceed budgetary expectations and manage departmental costs effectively
• Work with Workforce Management to determine resource requirement and implement staffing plans
• Determine professional development and learning requirements; develop and maintain a professional development strategy
• Work with Education and/or Human Resources to review the performance of call center staff, identify training needs and plan training sessions
• Oversee and manage individual and team performance
• Create, coach and lead team of RezForce Supervisors and carry out management responsibilities in accordance with the organization’s policies and applicable laws

What You’ll Bring

• Bachelor’s degree or 5 to 10 years of related experience and/or training; or equivalent combination of education and experience
• Call center management experience required
• Sales management experience preferred
• Experience managing remote employees preferred
• Works independently and with a collaborative approach
• Able to develop and follow detailed processes and conduct work in a highly organized and reliable manner
• Maintains a high degree of confidentiality and attention to detail
• Analytical skills, problem resolution skills, business partnering skills and the ability to
• manage multiple tasks at one time
• Excellent communications skills
• Knowledge and understanding of state and federal regulations/legislation and the ability to apply this knowledge
• Strong interpersonal skills associated with developing trusting relationships
• Must be able to use general office equipment and programs such as Microsoft Office
• Suite, and be proficient in the use of copiers, fax machines, and printers

Top 3 Outcomes for Year One

• Lead team to achieve internal employee engagement scores of 8.5 or above
• Meet annual service level, conversion, and quality objectives
• Manage to budget, exceed revenue & profitably objectives

Benefits

• Health insurance-employee premium paid 100% by Revinate
• Dental insurance-employee and dependents’ premium paid 100% by Revinate
• Vision insurance-employee and dependents’ premium paid 100% by Revinate
• 401(k) with employer match
• Short & Long Term Disability insurance
• Life insurance
• Paid time off
• Monthly work from home stipend
• Telehealth access
• Employee Assistance Program (EAP)