Musco Lighting Control-Link Evening Call Center Manager in Oskaloosa, Iowa
We are currently seeking a Control-Link Evening Call Center Manager in Oskaloosa. The individual selected for this role will manage 2nd and 3rd shift staff in a 24/7 call center environment. This role serves as a liaison between the call center (Control-Link) management team and the call center (Control-Link) operators. Additionally, the person selected for this role will provide a support system for customers. The focus of this role is on staffing, training, and monitoring the production of the call center team.
Duties and Responsibilities
Supervise and coordinate the activities of operators who field inbound telephone calls for lighting schedules.
Be a resource for the call center (Control-Link) team when they need to escalate a call.
Establish or adjust work procedures to meet schedules.
Recommend measures to improve methods and procedures for monitoring work activities, such as call report content, progress reports, call volume, etc. in order to communicate department status and needs to management.
Hire, train, and develop the call center team ensuring that they are technically qualified to meet the needs of our customers.
Evaluate team performance and recommend or initiate promotions, transfers, and performance improvements.
Manages productivity based on call center metrics to ensure calls are being handled in an efficient and productive manner.
Randomly monitor calls to ensure quality standards and improve quality, minimize errors and track operative performance.
Other duties as assigned.
Education & Experience Requirements:
This position requires a high school diploma or equivalent and some post-high school education.
A bachelor's degree is preferred in this role
A minimum of 5 years of experience working in a call center environment is required.
A minimum of 3 years of experience in a supervisory role, managing direct reports is required.
Must be adept in the activities of the team members supervised.
Must possess strong coaching and team-building skills.
Technical aptitude related to telecommunications and/or electronics is required.
Must possess first-rate customer service skills and incorporate a proactive approach toward Control-Link customers.
Analytical and problem-solving skills.
Excellent verbal and written communication skills.
Working knowledge of Musco products and services a plus.
Ability to manage multiple priorities and have demonstrated flexibility and the ability to adapt and implement change in a timely and effective manner.
Strong working knowledge of Microsoft Word and Excel.
This position requires working the 2nd/3rd shift (between 3:00 p.m. – 12:00 a.m.) and “on-call” 2nd tier support during early morning and weekend hours for Control-Link Operators.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)