Call Center Manager (Missouri)

- Serve as liaison between Customer Service Representative's (CSRs), Supervisors, and Project Managers

- Ensure supervisors and agents understand and comply with all call center objectives, performance standards, and policies

- Monitor project progress by identifying project milestones; tracking activity; resolving problems; publishing progress reports; and recommending actions.

- Answer staff questions regarding best practices or assist with complicated calls that require escalation

- Monitor and evaluate agent and supervisor performance, providing learning or coaching opportunities, and taking corrective action, if necessary

- Prepare reports and analyze data to assist management as they determine call center goals

- Work with management team members to support agents and Supervisors to maximize customer satisfaction

- Remain current with established performance standards and changes to procedures regarding Call Center

- Ensure inquiries are responded by performance standards

- Maintain system protocols by writing and updating procedures. Provide reference material for end-users by writing and maintaining documentation

Train Customer Service Representatives and Supervisors in policies and procedures

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

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· Bachelor's degree

· 5 or more years of supervisory experience

· Experience managing in a remote setting

· Previous experience managing diverse teams

· SharePoint and Microsoft Office : MS Excel and Word

· Experience working in a team-oriented, collaborative environment

· Experience managing project communications with a broad array of clients and stakeholders

- Experience developing high stakes/time sensitive communications, with little guidance or supervision

- Genesys software experience

- Previous government work experience, preferably within Education field

- Experience in health & human services related field

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.