Manager Call Center Operations

Manager Call Center Operations

Astound, the sixth-largest telecommunications provider in the United States, is a leading supplier of cutting-edge technology and communications services—and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company.

Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success. With us, you’ll stay empowered to do your best work by creating astounding possibilities for local communities and beyond.

Job Summary:

Work to develop, plan and drive operational strategies of the call center organization, including optimizing staffing, scheduling, and overall performance to ensure service delivery and customer satisfaction. Focus on improving operational efficiency and optimizing workflows. Monitor, manage, and respond to incident management of call center tools and technology and customer impacting events through social media, digital, and voice channels. Oversight of Workforce Management and Social Media Teams to ensure operational success and continuous development of team capabilities.

Where you will work: This is a hybrid opportunity! This position will sit in either Wilkes-Barre, PA; Bethlehem, PA; or San Marcos, TX.

Duties and Responsibilities:

• Accurately forecast call volume and staffing needs based on historical data, trends and other relevant factors.

• Develop and maintain optimized schedules for agents, insource and outsource to achieve established KPIs.

• Monitor queue performance, adjust staffing levels in real time, and escalate operational risks proactively.

• Manage and measure the call center actual to budget results across all metrics, KPIs and locations.

• Manage specialized skill groups to include identifying challenges and providing improvement suggestions.

• Utilize WFM software and other technology tools to automate tasks, improve forecasting and analyze data and establish real-time monitoring and adherence guidelines.

• Collaborate with other stakeholders to quickly identify, notify and resolve employee and customer impacting issues to improve the employee and customer experience.

• Identify and develop processes and awareness to proactively promote self-service.

• Interpret performance data, identify areas for improvement and provide recommendations.

• Oversee performance of Operations Supervisor ensuring service levels, handle times and other KPI’s are consistently met.

• Manage tier 1 Help Desk to resolve technical issues and implement best practices to improve service delivery.

• Collaborate with IT and Product teams to implement and test enhancements to systems, scripts and other relevant items.

• Own resolution of high-impact escalations and systemic service issues.

• Conduct performance reviews, succession planning, and leadership development to build and maintain bench strength.

• Actively support, promote, and advance all aspects of Astound’s Inclusion and Belonging work, recognizing it as a business priority, including creating a work environment where all employees feel valued, respected, heard, and empowered.

• Other duties as assigned

Requirements/Qualifications:

• Education: High school diploma or equivalent required
• Degree in Business preferred

Experience:

• Minimum of 4 years experience in WFM and using WFM software required
• Minimum of 5 years experience in call center environment required
• Previous Leadership experience in a call center environment required

Knowledge, Skills and Abilities:

• Time Management – prioritizing tasks and managing workload efficiently

• Knowledge of NOC Operations and high level understanding of NOC Tools

• Ability to provide concise and clear communications both verbal and in writing

• Proficient in Call Center tools and technology

• Ability to create a collaborative, high performing environment driven to achieve success

• Ability to influence teams to drive results

• Delegation – ability to effectively assigns tasks and responsibilities

• Leader in change management

• Stay up to date on industry trends and share ideas on improvement opportunities associated with these trends

Work-from-Home Requirements:

• You need a dedicated, private room in your home that is quiet during work hours.
• You must provide an Internet connection of 50 MB or more, which is hard-wired (Ethernet connected) from the modem to your company PC.
• Astound will provide all computer equipment.
• Your desktop work surface must have room for 2 PC monitors.
• In the event of disruptions resulting in a poor Internet connection or in-home disruption, you will be required to work from the office.
• Employees must live within a 60 mile commuting distance from the Wilkes-Barre, PA; Bethlehem, PA; or San Marcos, TX office.
• You will be required to sign a written form to acknowledge these work-from-home requirements.
• You must have a personal cell phone to install a security application.

We are Proud to Offer an Astounding Benefits Package Including:

• Rewards: Competitive compensation plan
• Entertainment: Free internet/video/phone service if you reside in an Astound serviceable area
• Retirement: 401k with employer match and immediate vesting
• Family: Paid parental leave and insurance benefits (Medical/Dental/Vision/Life/Disability)
• Professional Development: Paid training & tuition reimbursement program
• Leisure and Fun: Employee discount program
• Live YOUR Life: Generous paid time off plans
• Impact: Established, yet growing, organization where you can make a real impact!

*Benefits listed above are for regular full-time position

Is this the career opportunity you’ve been searching for? If yes, then apply now! The base salary range in Pennsylvania and Texas for this position is $55,000 - $80,000 (annually), plus opportunities for bonus, benefits and commission, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. It is specific to Pennsylvania and Texas and may not be applicable to other locations.
Our Mission Statement:
* Take care of our customers
* Take care of each other
* Do what we say we are going to do
* Have fun

Diverse Workforce / EEO:

Astound is proud to be an Opportunity Employer, and we are dedicated to cultivating an inclusive workplace where employees feel valued, respected, and empowered. Discrimination of any kind has no place here. We are committed to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, gender, pregnancy, childbirth and related conditions, national origin, age, physical and mental disability, marital status, sexual orientation, genetic information, military or veteran status, citizenship, or other status or characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

FCO (For San Francisco Candidates Only):

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

CCPA Employee Privacy Policy (For California Candidates Only): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privac…