Job Description

JOB LOCATION: IRVINE, CA.

SUMMARY OF JOB PURPOSE:

The Call Center Manager is responsible for the management of our customer service department and personnel. In this capacity, the manager provides leadership and direction to the department and upper management, serves as a spokesperson in communicating with our clients and community, and ensures a high level of customer service. As a member of the management team, the manager participates in planning efforts in support of the company’s mission.

JOB RESPONSIBILITIES:

• Directly supervise the customer service department staff, advising daily on processes, clients, and report to upper management.
• Responsible in overseeing departmental day to day functions.
• Ability to be hands on.
• Manage daily call volume, such as average: talk time, abandon time, and number of calls handled.
• Ability to handle high call volume and work well under pressure.
• Handle all supervisor calls i.e. escalated calls, talk offs, and call backs.
• Handle email and follow up calls with citizens and clients for problem resolution.
• Prompt upward reporting and communication with upper management on a continued basis.
• Establish, update and maintain CSR Manuals, including scripts, client rules, and claim details.
• Build and document policies and procedures, and diligently update as needed.
• Ensure call recording is occurring at all times for training and auditing purposes.
• Attend weekly status meetings and implementation meetings.
• Educate department staff on new implementations and ensure staff is equipped with the right tools.
• Build and run performance metrics and track employees’ daily work output.
• Consistently review calls and conduct one on ones with CSRs.
• Implement incentive programs to boost individual and team performance.
• Identify trends for incoming calls and make suggestions for reduction of issues.
• Identify ways to streamline the work. Provide suggestions on workflow and procedural improvements for the department.
• Identify hiring needs and involvement in the recruiting process.
• Promptly report all issues regarding threats and follow company protocol on workplace violence prevention.
• Perform annual reviews with CSRs by providing constructive feedback and suggest areas for improvement.
• Ability to empower the team members.
• Responsible for training new hires and ensure the training checklist is promptly completed.
• Perform 90-day introductory reviews for new hires.
• Perform disciplinary procedures such as verbal warnings and written warnings.
• Reinforce company policies in the workplace; prompt documentation and communication of employee issues and collaborate with HR.
• Manage employee timecards and time off requests.
• Maintain high level of professionalism at all times, on the phone and in person.
• Ability to effectively communicate with team members, across all departments, and at all levels within the organization.
• Coordinate with the programming department requirements to enhance the current capabilities offered to our internal personnel and our clients as needed.
• Convey and process information with a high degree of accuracy.
• Ability to set, meet, and exceed deadlines.
• Ability to demonstrate initiative and organization.
• Display high sense of urgency.
• Exercise a high level of discretion.
• Willingness to work collaboratively in a team setting and motivate others.
• Ability to be flexible and work in a fast-paced environment.
• Able to work independently while managing multiple projects and deadlines.
• Complete required security trainings.
• Adhere to the organization’s information security policy and procedures.
• Responsible for the ongoing security of the information processed by the department.
• Other duties as assigned

MINIMUM EDUCATION AND/OR EXPERIENCE:

• Must be Bilingual in Spanish.
• 6+ years experience working in a Customer Service Department.
• Bachelor's degree in business management or related field such as communications from an accredited college or university and/or equivalent experience required.
• Must have at least 2 years in a call center environment.
• At least 4 years in a supervisory role.
• Excellent verbal communication and business writing acumen; outstanding grammar and punctuation.
• Experience with implementing incentive programs boosting team performance and morale.
• Strong leadership skills with demonstrated ability to motivate subordinates.
• Ability to work well under pressure.
• Experience with handling high call volume.
• Debt or collection call experience a plus.
• Experience in mentoring, coaching, and developing employees.
• Demonstrated ability to work with minimal supervision.
• Outstanding record of punctuality and attendance.
• Knowledge of Federal and California state laws, and CA Department of Motor Vehicles regulations as they apply to parking and code citations is a plus.

REQUIRED CERTIFICATES, LICENSES, AND OTHER SKILLS:

• Strong computer skills: preferably around 60 WPM / 10,000 KSPH for numeric 10-key.
• Strong project and time-management skills.
• Excellent ability to multi-task and prioritize in a busy, fast-paced environment.
• Exhibit a high-level of discretion, flexibility, and willingness to work closely with others.
• Excellent interpersonal skills.
• Proficiency in Microsoft Office suite with emphasis on Outlook, Word, PowerPoint, and Excel.
• Strong analytical and problem-solving skills.
• Excellent attention to detail.
• Positive attitude and a self-starter.
• Uses time efficiently.

Job Type: Full-time

Company Description

Data Ticket is California certified small business that focuses all our energy on providing the software and services our clients require to manage effective and efficient data processing. Founded in 1989, we initially focused on delinquent parking citation collections; however, in the years since we have grown our Solution in the following areas: full-service parking citation processing and collections; full-service administrative citation processing and collections; electronic parking citation issuance; electronic administrative citation issuance; electronic moving violation software; permit issuance and management; tow management.