IT Call Center Manager at Elmira

Job Description

CTG - NYs Southern Tier Premier IT Employer

Apply with CTG for this exciting opportunity! CTG has been the on-site vendor manager for this globally established end-client for over 10 years. Come and grow your career with CTG!

CTG is looking for a Call Center Manager! Our locally based, international, Fortune 500 end-client has an immediate need for an experienced Help Desk/Call Center Manager to join their friendly, professional team.

The ideal candidate will have 5+ years of experience in Information Technology as well as Staff Management in a call center environment. We are looking for individuals who are outgoing, professional and eager to take on new challenges!

CTG also offers FULL SALARIED BENEFITS to our interested candidates!

Key Responsibilities:
The manager of the call center is responsible for the daily running and management of inbound calls received from customers and clients through the effective use of resources. They have responsibility for meeting customer service targets as well as planning areas of improvement or development.

Primary Job Duties:
Setting and meeting performance targets for speed, efficiency and quality
Managing the daily running of the call center
liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
Maintaining up-to-date knowledge of industry developments and involvement in networks
Monitoring random calls to improve quality, minimize errors and track operative performance
Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff
Reviewing the performance of staff, identifying training needs and planning training sessions
Recording statistics, user rates and the performance levels of the center and preparing reports
Handling the most complex customer complaints or inquiries
Organizing staffing, including shift patterns and the number of staff required to meet demand
Coaching, motivating and retaining staff
Forecasting and analyzing data against budget figures on a weekly and/or monthly basis
Improving performance by raising efficiency and sourcing new equipment for enablement, e.g. new dialing products.

Job Requirements

Required Skills/Experience:
Five (5) plus years of experience in a customer support/helpdesk environment.
Five (5) plus years of experience in information technology
Working knowledge of personnel management and general financial skills; I.e. Matrix, Call lines, Aux times, etc.
Understand of Problem/Change Management system and Data Processing Operations
Ability to manage multiple projects, activities, and tasks simultaneously
Good written and verbal communication skills
Good problem solving skills

Education:
Minimum 2 year degree in a technical major (4 year degree preferred)

CTG is an Equal Employment Opportunity employer.

Pursuant to our client specifications, a criminal background check and drug test are required for this position.

CTG is hiring IT professionals to join our growing team of quality consultants. Youll work with experienced recruiters who are experts in the market and wholl help you find the perfect job match so you can soar in your career. With over 45 years of experience in the IT staffing and consulting industry, CTG is skilled at placing people like you in jobs they love.

CTGs Benefits Plan allows you to select insurance coverage that best suits your lifestyle, and take part in our savings programs and educational plans. We offer Flexible Spending Accounts for Healthcare, Daycare, and Mass Transit/Parking. Savings programs include a 401(k) Retirement Plan, which we match up to 3% of your salary based on your contribution, and an Employee Stock Purchase plan. Our educational plan comprises access to more than 2,000 web-based technical, professional and business development courses as well as a tuition reimbursement program for business-related courses or degrees.

As a CTG employee, youll work for our customers on a contract or project basis at their work locations. CTG employees represent CTG to our clients and we understand that your success is our success. As a result, we work hard to provide programs and processes to support you in performing your job, honing your skills, and advancing in your career.

To be considered for this opportunity, please apply directly through our website by clicking the link below or email your Word version resume to [Click Here to Email Your Resum].

Country: USA, State: New York, City: Elmira, Company: CTG.