Call Center Manager
Housing Opportunities Commission of Montgomery County Housing Opportunities Commission of Montgomery County Gaithersburg, MD Gaithersburg, MD Full-time Full-time $66,036 - $87,824 a year $66,036 - $87,824 a year Job Description This is a first-line supervisory and administrative level professional for a Customer Contact Center responsible for the strategic planning and execution of all HOC Call Center operations.
The purpose of the work is the day to day operations for the Call Center serving Housing Opportunities Commission (HOC) customers and the general public by planning and implementing strategies and operations; improving Customer Relationship Management (CRM) systems and processes, including knowledge base articles; and managing staff.
Primary objective is to ensure the continuous improvement of the HOC customer experience.
Emphasis is on CRM system operations, customer service, quality management, workforce planning, recruiting, coaching and training.
With respect to the day-to-day operations of the Call Center, this position is responsible for the supervision of staff, establishing and maintaining work standards, developing service-level agreements, producing and updating knowledge base articles, coordinating work function assignments and creating work plans.
Must be able to coordinate with other functions across the agency, as well as other county agencies as may be necessary.
The individual will provide technical advice, recommendations and assessment of various programs within the Call Center.
Examples of Duties This individual will be supporting the Sr.
Customer Experience Manager and the Vice President of Public Affairs and Communications in implementing the agency's Customer Experience Strategy.
Some of the duties and responsibilities associated with this position are as follows:
Ensure excellent customer service is provided by the Call Center and customer facing staff.
Provide ongoing support and training to customer facing staff.
Gather accurate, timely and updated information by collaborating with other departments.
Research best practices in the industry and make recommendations on how they can be applied to the Call Center operations.
Interact with customers and deescalate the situations when needed.
Generate reports to the executive team as needed.
Education Graduation from an accredited college or university with a bachelor's degree in social work, counseling or related field.
Master's degree in social work preferred.
Experience Requires minimum three years of Call Center experience; CRM systems directly related to the assignment of the position or housing program delivery.
Must have two years of supervisory experience including working with union personnel.
Experience using Customer Relationship Management software.
Utilize analytical tools and techniques to analyze call center metrics such as call volume, average handling time, first call resolution, customer satisfaction scores, and agent performance.
Identify trends, patterns, and anomalies in the data.
Knowledge, Skills and Abilities Knowledge of public housing program regulations.
Must have interviewing and counseling skills.
Must be detail oriented and have good interpersonal, customer service and organizational skills.
Must be able to prioritize assignments to meet deadlines and be dependable and detail oriented.
Must have great written and oral communication skills.
Must have strong computer skills and the ability to learn new technologies /web-based systems quickly.
Must have strong analytical skills.
Proficiency in data extraction, Microsoft Word and Excel An equivalent combination of education and experience may be accepted.
Low income resident's in Montgomery County with the above qualifications are encouraged to apply.
HOC conducts criminal background checks, employment reference checks, and where applicable, reviews driving records in determining suitability for employment.
Selected applicants will be required to submit to pre-employment drug and alcohol screening.
Employment is contingent upon drug and alcohol test results.
Job Type:
Full-time Pay:
$66,036.
00 - $87,824.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Retirement plan Vision insurance Schedule:
8 hour shift Monday to Friday People with a criminal record are encouraged to apply Ability to Relocate:
Gaithersburg, MD 20877:
Relocate before starting work (Required) Work Location:
In person This is a first-line supervisory and administrative level professional for a Customer Contact Center.
Estimated Salary: $20 to $28 per hour based on qualifications.
The purpose of the work is the day to day operations for the Call Center serving Housing Opportunities Commission (HOC) customers and the general public by planning and implementing strategies and operations; improving Customer Relationship Management (CRM) systems and processes, including knowledge base articles; and managing staff.
Primary objective is to ensure the continuous improvement of the HOC customer experience.
Emphasis is on CRM system operations, customer service, quality management, workforce planning, recruiting, coaching and training.
With respect to the day-to-day operations of the Call Center, this position is responsible for the supervision of staff, establishing and maintaining work standards, developing service-level agreements, producing and updating knowledge base articles, coordinating work function assignments and creating work plans.
Must be able to coordinate with other functions across the agency, as well as other county agencies as may be necessary.
The individual will provide technical advice, recommendations and assessment of various programs within the Call Center.
Examples of Duties This individual will be supporting the Sr.
Customer Experience Manager and the Vice President of Public Affairs and Communications in implementing the agency's Customer Experience Strategy.
Some of the duties and responsibilities associated with this position are as follows:
Ensure excellent customer service is provided by the Call Center and customer facing staff.
Provide ongoing support and training to customer facing staff.
Gather accurate, timely and updated information by collaborating with other departments.
Research best practices in the industry and make recommendations on how they can be applied to the Call Center operations.
Interact with customers and deescalate the situations when needed.
Generate reports to the executive team as needed.
Education Graduation from an accredited college or university with a bachelor's degree in social work, counseling or related field.
Master's degree in social work preferred.
Experience Requires minimum three years of Call Center experience; CRM systems directly related to the assignment of the position or housing program delivery.
Must have two years of supervisory experience including working with union personnel.
Experience using Customer Relationship Management software.
Utilize analytical tools and techniques to analyze call center metrics such as call volume, average handling time, first call resolution, customer satisfaction scores, and agent performance.
Identify trends, patterns, and anomalies in the data.
Knowledge, Skills and Abilities Knowledge of public housing program regulations.
Must have interviewing and counseling skills.
Must be detail oriented and have good interpersonal, customer service and organizational skills.
Must be able to prioritize assignments to meet deadlines and be dependable and detail oriented.
Must have great written and oral communication skills.
Must have strong computer skills and the ability to learn new technologies /web-based systems quickly.
Must have strong analytical skills.
Proficiency in data extraction, Microsoft Word and Excel An equivalent combination of education and experience may be accepted.
Low income resident's in Montgomery County with the above qualifications are encouraged to apply.
HOC conducts criminal background checks, employment reference checks, and where applicable, reviews driving records in determining suitability for employment.
Selected applicants will be required to submit to pre-employment drug and alcohol screening.
Employment is contingent upon drug and alcohol test results.
Job Type:
Full-time Pay:
$66,036.
00 - $87,824.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Retirement plan Vision insurance Schedule:
8 hour shift Monday to Friday People with a criminal record are encouraged to apply Ability to Relocate:
Gaithersburg, MD 20877:
Relocate before starting work (Required) Work Location:
In person This is a first-line supervisory and administrative level professional for a Customer Contact Center.
Estimated Salary: $20 to $28 per hour based on qualifications.
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