Job Description
Job Description
Company Overview
RedSpeed Illinois is a leading provider of turnkey, automated photo enforcement programs dedicated to enhancing traffic safety and law enforcement. Our innovative solutions are designed to support communities in managing traffic violations effectively.
Summary
We are seeking a Senior Call Center Manager to join our team at RedSpeed Illinois. In this pivotal role, you will oversee the call center operations, ensuring exceptional customer service while driving performance and efficiency. Your leadership will be crucial in maintaining our commitment to quality and responsiveness.
Job Title Call Center Manager
Reports to Director of Operations
Classification Salaried; exempt
Duties and Responsibilities
- Lead and manage daily operations of the call center to ensure high-quality customer service.
- Develop and implement strategies to improve call center performance and customer satisfaction.
- Monitor key performance indicators (KPIs) and analyze data to identify areas for improvement.
- Train, mentor, and supervise call center staff to enhance their skills and productivity.
- Foster a positive work environment that encourages team collaboration and professional growth.
- Handle escalated customer inquiries and resolve issues effectively.
- Collaborate with other departments to align call center objectives with company goals.
- Ensures that call center FAQs are kept updated, used by staff for daily calls, and that staff are held to high standards of quality.
- Responsible for accurate handling of violation payment processing by Call Center staff.
- Maintains MVA log books and trains staff in proper use.
- Addresses changes in processes with staff and ensures implementation of new working procedures.
- Prepares and maintains performance reports of staff and Call Center systems.
- Retrieves customer phone calls from the telephone recording system and uses them for training, coaching and performance evaluation purposes.
- Plans, monitors, appraises and reviews job contributions of staff and enforces company policies and procedures.
- Handles customer calls requiring higher level of resolution as well as customer voicemails requiring a response.
- Monitors Call Center systems and obtains necessary support help from vendors and internal IT department to resolve service issues.
- Manages telephone recording system by retrieving and e-mailing calls to Client Relations when needed.
- Supervises mail clerk operations.
- Ensures that staff have the equipment and resources necessary to perform their jobs.
- Ensures smooth communication via e-mail, phones, and in-person meetings with other departments.
- Provides translation from Spanish to English for contest by mail correspondence.
- Performs other duties as assigned.
Qualifications
- Master's /Bachelor’s degree is strongly preferred,
or
- 3-5 years of progressive leadership experience,
or
- Combination of education and experience.
- Prior experience and knowledge of Call Center phone system.
- Computer skills (Microsoft Office: Word, Excel, Outlook, etc; Windows Desktop).
- Good English written and verbal communication skills including excellent listening and interactive skills.
- Ability to comprehend and communicate in Spanish.
- Ability to identify and resolve customer concerns and develop a more satisfying experience for customers.
- High level of teamwork and people skills.
- Accurate typing skills.
- Must be able to hear with 100% accuracy with correction.
- Proven experience in call center management or a similar leadership role.
- Strong project management skills with the ability to prioritize tasks effectively.
- Excellent communication skills, both verbal and written, in English; multilingual abilities are a plus.
- Demonstrated leadership capabilities with a focus on team development.
- Analytical mindset with the ability to interpret data for decision-making purposes.
- Experience in sales or negotiating is beneficial but not required.
Competencies
- Strong customer service
- Service excellence
- Ability to maintain composure
- Oral and written communication
- Ability to multitask
- Conflict resolution/Problem solving
- Attendance and punctuality
- Process improvement
Working Conditions
The Call Center Manager will spend long hours sitting and working on a computer. May also have to do some light lifting of supplies and materials from time to time. At times, will be subjected to upset callers. Must be able to hear, see and read accurately with correction. In general, a call center environment with staff voices at different pitches and tones speaking throughout the day.
Direct Reports
Lead Call Center operators, Call Center operators, and mails clerks.
Equal Opportunity Employer
RedSpeed prohibits discrimination against any applicant based on any legally-recognized basis, including, but not limited to: veteran status, race, color, religion, sex, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by federal, state or local law.
RedSpeed also provides reasonable accommodation to qualified individuals with disabilities in accordance with applicable law.
Employee signature below constitutes employee's understanding of the requirements, essential functions and duties of the position.
Full Name (please print): _________________________________________________
Employee signature: __________________________________ Date: ______________
If you are ready to take on a leadership role that makes a difference in traffic safety, we invite you to apply today and join our dedicated team at RedSpeed Illinois!
Job Type: Full-time
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Overtime
- Weekends as needed
Work Location: In person