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