Allied Solutions LLC · 1 month ago
Contact Center Manager
Dakota Dunes, SD
Full-time
Onsite
Senior Level
5+ years expAllied Solutions LLC is seeking a Contact Center Manager to oversee the day-to-day activities within the contact center. This role involves developing a dynamic service culture, managing business processes, and ensuring employee development and engagement.
Financial ServicesInformation Technology
Responsibilities
Effectively manages business processes, workflow planning, and quality assurance to meet individual project, department, division and company goals. Ensures that quality, productivity, and department standards are maintained in multiple locations towards the delivery of efficient and effective service results in accordance to client agreements. Identifies trends for workflow improvements, training needs, and client service needs. Coordinates solutions with various teams within department and/or with vendor companies
Manage and analyze the collection of complex data to improve workflow processes, employee knowledge, employee or client communication, and/or employee engagement with a focus on providing sound risk management and excellent customer service for our clients
Leading team meetings that foster employee involvement and empowerment to enable team members to contribute their best effort
Works with supervisors to ensure there is the proper level of coaching, training, and motivating of employees
Analyzes monthly, quarterly and as needed reports to evaluate statistics for determining departmental benchmarks, developing trends, and work flow improvements to improve efficiency, effectiveness, and quality that impact the department and clients
Utilizes all available tools and resources to actively support leadership development. Consistently works on professional improvement through leadership development programs, tracking trends, and engaging in division projects
Evaluates client escalations and assesses root cause
Participates in client calls and calibrations as requested
Qualification
Required
High school diploma
5+ years of directly related work experience
2+ years of managerial/people leader experience
Excellent verbal and written communication skills
Motivated self-starter
Leads with Integrity. Demonstrates a leadership style that creates a positive working environment and remains calm during stressful and emotional situations
Exhibit professional etiquette towards employees, co-workers, management, and clients
Ability to prioritize, assign and organize workflow
Adaptable to change and has ability to make independent decisions
Proven effectiveness in presenting materials to employees, clients, and sales/service
Proficient MS Word, PowerPoint and Excel skills
Proven ability to handle multiple projects and to meet deadlines
Exercises strong analytical, problem solving, and critical thinking skills
Ability to effectively listen and communicate with confidence and empathy
Proven ability to manage confidential information in a responsible manner
Preferred
Associate's, Vocational, or Technical School degree
Benefits
Medical, dental and vision insurance coverage
100% company-paid life and disability coverage
401k options with company match
Three weeks PTO by the end of the first year
Company
Allied Solutions LLC
Allied Solutions uses technology based products and services to meet the insurance, lending and marketing needs of more than 6,000 financial institutions in North America.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Brian Urbanski
EVP Corporate Services & CFO
Jeff Kircher
Senior Vice President and Chief Financial Officer
Recent News
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