Call Center Manager III

Founded in 1998, Goldschmitt and Associates LLC (G&A) has grown from a one-man consulting firm to over 200 employees in 9 states and across 12 Federal Agencies. Specializing in Custom Computer Programming and Systems Design, Management Consulting and Business Support Services, Asset Management and Data Analytics, and Custom Training Development and Delivery, G&A is the #1 federal contractor in the VA/DC-Metro area, #2 provider of Information Technology services in America, and one of the top 50 fastest growing businesses according to the INC500. G&A was also named to the INC VET100 Top Fastest Growing Service-Disabled Veteran Owned Businesses and awarded the 2022 SECAF Award of Excellence. G&A could only have achieved this growth and success due to the outstanding support of what we like to call our “family” of talented personnel. To show our appreciation, we offer a diverse and inclusive environment with competitive benefits including flexible schedules and telework whenever the customer allows.

Summary:

Goldschmitt and Associates is seeking a Contact Center Manager III. The Contact Center Manager III oversees the day-to-day operations of a specific team within the call center.

Job Duties and Responsibilities:

• Team Leadership and Development:
  • Provide leadership, guidance, and mentorship to your team of agents and team leads
  • Set clear performance expectations and goals for team members
  • Conduct regular one-on-one meetings, coaching sessions, and performance evaluations to support individual development and growth
• Team Management:
  • Monitor and report key performance metrics such as average handle time, first call resolution, quality scores, and adherence to schedules
  • Identify performance trends, areas for improvement, and implement coaching strategies to address them
  • Recognize and reward high performers while providing support and guidance to those who may be struggling
  • Optimize scheduling by tracking and monitoring time off requests to ensure team’s attendance rate meets expectations
• Performance Feedback and Coaching:
  • Offer constructive feedback to agents based on the evaluation of their interactions, focusing on both strengths and areas for improvement
  • Use positive reinforcement to motivate agents and recognize exemplary performance
  • Foster a customer-centric culture within the team, emphasizing the importance of providing excellent service, resolving customer issues effectively, and pushing first-call resolution
  • Monitor calls and customer feedback to gauge performance and identify areas for improvement
  • Empower team members to take ownership of customer interactions and provide personalized solutions
• Training and Development:
  • Coordinate with operations to deliver training programs to ensure that team members have the necessary skills and knowledge to perform their roles effectively
  • Encourage continuous learning and development opportunities for team members to enhance their skills and advance their careers
• Communication and Collaboration:
  • Maintain open and transparent communication with team members, keeping them informed about goals, expectations, and performance feedback
  • Foster a collaborative and supportive work environment where team members feel empowered to share ideas and contribute to process improvements
  • Liaise with operation management to address cross-functional issues and ensure alignment with organizational goals
• Conflict Resolution and Problem-Solving:
  • Address conflicts or disputes within the team promptly and professionally, using effective communication and conflict-resolution techniques
  • Encourage a proactive approach to problem-solving and empower team members to identify and resolve issues independently
  • Escalate complex or systemic issues to senior managers as needed, along with proposed solutions or recommendations

Necessary Skills and Knowledge:

• The ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, governmental regulations, financial reports, and legal documents
• The ability to effectively present information and respond to questions from groups of operation management, team leads, and agents
• The ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• The ability to define problems, collect data, establish facts, and draw valid conclusions
• The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Possess prior experience using MS Office
• Strong knowledge of call center technologies and industry best practices
• Exceptional interpersonal and communication skills
• Analytical and problem-solving abilities
• Demonstrated ability to lead and develop high-performing teams

Minimum Qualifications:

• Possess at least 3 years of call center management experience
• Possess the ability to pass the Public Trust investigation

Preferred Qualifications:

• Possess a Bachelor’s degree

Goldschmitt and Associates is an equal opportunity employer. Goldschmitt and Associates does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification and addition as deemed necessary by the Company.