Call Center Manager

Frontier Communications is an S&P 500 company and is included in the Fortune 1000 list of America’s largest corporations. Frontier serves predominantly a mix of suburban, small/medium town and rural areas across the U.S.

• Planning, organizing, directing, and controlling the activities of our strategic partnership with Intuit.
• Lead, manage, and oversee the operations of the Call Center, with special emphasis on customer care and experience.
• Develop strategies and tactics to ensure this Center reaches objectives.
• Drive increased NPS through focus on customers and customer care techniques.
• Develop call center/customer care policies and procedures that maximize productivity and profitability.
• Establish and ensure attainment of goals for customer satisfaction ratings, call center staff productivity, order and trouble shooting accuracy.
• Create and execute effective staffing model to meet stringent service level requirements.
• Provide timely feedback to Marketing on products.

Requirements:

• Demonstrated leadership capabilities.
• Strong presentation skills.
• Familiarity with call center technology, preferably Avaya technology including VRU, screen POPS, and GUIs.
• Working knowledge of and expertise with customer information systems and computer software, including Microsoft Excel, Word, Access and Project.
• Ability to lead, motivate and assess supervisory, management and individual-contributor staff.
• Ability to influence others.
• Ability to take ownership and accountability for customer satisfaction goals.
• Must be able to plan and manage projects successfully.
• Communicate effectively, both in writing and orally.
• Interact with a wide variety of individuals positively and effectively.
• Independent judgment skills, as well as the ability to make effective decisions quickly.

• Minimum of 5-7 years management experience or equivalent experience in a Call Center environment where generating customer satisfaction is a key objective.
• Communication: excellent verbal, written, and listening skills
• Interpersonal: ability to work effectively with others, including a diverse population
• Problem solving: ability to constructively handle unexpected problems. Strong Analytical and mathematical skills.
• Decision making: ability to make sound decisions given the information available
• Leadership: ability to lead people to accomplish objectives without creating hostility in the workplace. Takes initiative and demonstrates willingness to act with a sense of urgency.
• Subject-matter knowledge: customer satisfaction, clients, and systems
• Bachelor’s degree preferred