EMERGENCY ROAD SERVICE CONTACT CENTER MANAGER I

Job Description:

This is an ACA MSC position
RESPONSIBILITIES:Provide strong leadership and direction to the first line Supervisors in an Emergency Road Service business unit.
Develops and oversees the operational plans of areas of accountability
Approves personnel activities concerning hiring, training development, and evaluations of staff development
Develops and monitors the application of operating systems including policies and procedures, operating structure and information flow. ,li>Ensures the volume of work produced meets or exceeds service standards and quality expectations
Defines plans and monitors staffing requirements, work schedules and service objectives in accordance with business goals. Recommends adjustments as necessary.

REQUIRED KNOWLEDGE & SKILLS:
Excellent management skills to hire, train, direct and motivate a large workforce.
Excellent interpersonal, influence management, negotiation, leadership and team building skills.
Strong communication skills.
Ability to recognize problem or issues and recommend appropriate solutions.
3-5 years contact center operations management experience required or if previous ERS experience then 1 year management experience.
BS or related degree preferred.