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Kforce Call Center Manager in Alexandria, Virginia

Kforce has a client that is seeking an Call Center Manager in Alexandria, Virginia (VA). The candidate will be responsible for:

  • Supervise customer support representatives (CSR's)

  • Work with HR on CSR related issues; attendance, time off etc.

  • Track and implement CSR attendance

  • Ensuring that the call center is appropriately staffed

  • Monitor call center metrics and provide weekly reports on SLA's

  • Identify and develop opportunities for improvement

  • Work with business development, operational, and technology teams to provide user experience feedback and improvement strategies

  • Create and implement CSR training plan

  • Oversee CSR quality - listening/rating customer calls and setting KPI's

  • Ensure CSR's are prepared for new programs, program enhancements etc.

  • Implement employee engagement plan for CSR's - this includes a monthly meetings

  • Develop standardized documentation plan on processes and procedures

  • Collaborate with operations staff to create customized/dedicated customer support plans as needed

  • Provide executive staff with customer feedback

  • POC for customer complaints and escalations

  • Utilize call center software to maximize call center efficiencies

  • Bachelor's degree

  • ITSM, ITIL V3, HDI certification preferred

  • 2-4 years call center/customer service management experience

  • Excellent oral and written communication skills

  • Detail-oriented

  • Ability to multi-task

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.Compensation Type:Years