Contact Center Operations Manager, Benefits Data Trust

Posted by on January 14, 2013

Contact Center Operations Manager, Benefits Data Trust
Posted on: December 14, 2012

Benefits Data Trust (BDT), a growing organization located in center city Philadelphia, has an outstanding opportunity for a Contact Center Operations Manager to join our team. BDT is a national not-for-profit committed to transforming how people in need access public benefits. Through our call center and direct-marketing outreach and application assistance programs we have helped change the lives of over 300,000 qualified individuals by applying them for public benefits.

BDT supports a collaborative environment and values teamwork. We strive for a healthy, productive work environment, and want our staff to enjoy the opportunity they have to substantially contribute to the direction and success of our organization.

The ideal candidate will have:

• A Bachelor’s Degree or above;
• At least 5 years of experience in contact center operations management;
• Demonstrated ability to understand and use contact center metrics to maximize staffing, process efficiencies, and goal achievement while managing contact center cost;
• Extensive experience with telephony and workforce management software programs – experience with Asterisk-based software or SAS a plus;
• Experience overseeing a workforce management process required — experience implementing one a plus;
• Experience working in a multi-site environment required – experience with contact center build out a plus;
• Experience in a multi-channel contact center required with inbound/outbound contacts preferred – experience integrating multiple channels into a service model a plus;
• Excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit;
• Demonstrated ability to work with diverse team members and manage multiple and competing priorities;
• A commitment to being attentive, persistent, and flexible while remaining conscious and protective of the integrity and purpose of our organization.

Responsibilities:

The Contact Center Operations Manager (CCOM) will report to the Director or Call Center Operations. S/he will serve as the contact center’s day-to-day liaison to the technology and analytics departments, seeking to maximize contact center performance by communicating forecast deviation, and adjusting plans as necessary. The CCOM will help to integrate the workforce management module of our existing telephony software and ensure its effective rollout in our contact center. S/he will inform ongoing changes to and development of the telephony software. The CCOM will also research and propose technologies supporting our goal of channel shift in the near-term. The CCOM will lend his/her expertise during the likelihood of our operation becoming multi-site, by ensuring redundancy of process and smooth transition of staff and equipment.

S/he will be responsible for ongoing contact center metrics analysis, using the data to streamline process and enhance quality. Lastly, s/he will participate in contact center-related projects as assigned and maintain a current technical knowledge by tracking emerging trends in contact center operations management.

Salary to be commensurate with experience; in addition, BDT offers a generous benefits package.

Benefits Data Trust is an equal opportunity employer.

http://www.idealist.org/view/job/jZbCpSh796W4/