Contact Center Manager - RTC Communications : Job Details

Mission & Vision:RTC Communications exists to provide quality and reliable communications, entertainment and technology products, and services to Southern Indiana. RTC seeks to deliver the future today to our customers and community. Our number one priority has been to combine state-of-the-art technology and old-fashioned service to provide the highest quality communications available.Company Background:For 75 years, RTC Communications and our team have served the communications and entertainment needs of our customers in Daviess, Martin, Lawrence and now Knox counties in southwest Indiana. Many homes and businesses are able to take advantage of the latest, state-of-the-art fiber-optic broadband network-comparable with any big city-in fact, better than most.Each team member can truly see how what they do contributes to the success of the company and the happiness of our customers. When you can draw the line between what you do and the customer, it is bound to be a positive equation that can create a great moment for you and the company. At RTC, innovation, ingenuity, and integrity intersect with tradition . . . where you can enjoy the security of a terrific retirement program along with the peace of mind of a healthcare plan that is second to none in our area.Today, RTC Communications brings a multitude of services, which range from traditional dial tone with advanced calling features, to our Wise Voice UCaaS, internet services including Fiber and DSL/Copper connections, data networking, and much more. The Contact Center Manager will think critically, listen actively, and makes sound decisions in a fast-paced environment, and participates in the development of the department by providing input on customer feedback, the effectiveness of current practices, and providing suggestions for how RTC can make each customer experience world-class. Job Summary:The Contact Center Manager will lead and manage the contact center operations, driving performance, and ensuring exceptional service delivery. This role requires strong leadership, problem-solving skills, and the ability to create strategies to enhance efficiency and customer satisfaction. The Contact Center Manager will be responsible for team management, performance monitoring, process optimization, and maintaining a positive work environment.Key Responsibilities and Essential Functions:

• Operational Oversight: Manage the daily operations of the contact center, ensuring smooth workflow and effective communication for a team of customer service representatives.
• Team Leadership: Lead, motivate, and mentor a team of customer service representatives to constantly improve sales performance, while working with other team leaders and supervisors.
• Performance Monitoring: Establish and track key performance indicators (KPIs) to evaluate the performance of the team and implement strategies for continuous improvement.
• Training and Development: Develop training programs and materials to ensure staff are equipped with the knowledge and skills to deliver high-quality service that enhances appropriate sales skills. Provide direct reports with proper tools and authority to execute their assigned functions. Develops skills of staff through goal setting, coaching, problem resolution, delegation, training, counseling, and performance management
• Process Improvement: Identify areas for operational improvements and implement changes to optimize productivity and customer satisfaction. Identify and communicate issues, trends and opportunities for improvements. Recommend and implement process and procedure enhancements. Ensures teams are aware of updates and changes in a timely manner and complies with all policies and procedures.
• Customer Experience: Ensure high levels of customer satisfaction through effective service delivery and proactive problem-solving.
• Compliance and Reporting: Ensure all operations adhere to company policies and industry regulations. Prepare reports and analyses on contact center performance and present findings to senior management.
• Budget Management: Oversee budget planning and manage expenses to align with departmental goals.
• Technology Utilization: Stay informed about the latest call center technologies and tools to enhance operational efficiency.
• Manage customer billing operations: Manage the intake of new customers and discontinuation of services for exiting customers.
• Collaboration: Continuously collaborates and coordinates with cross-functional team through-out the organization to ensure proper and timely performance execution.

Qualifications:

• Education: Bachelor's degree in Business Administration, Management, or related field (preferred).
• Experience: Minimum of 3-5 years of experience managing a call center or customer service department.
• Leadership Skills: Demonstrated ability to lead teams, manage performance, and foster a positive work environment.
• Technical Proficiency: Familiarity with call center systems, software (e.g., CRM), and performance monitoring tools.
• Communication: Excellent verbal and written communication skills.
• Problem-Solving: Strong analytical and problem-solving abilities.
• Customer Focus: Commitment to ensuring the highest level of customer service.

Benefits:The compensation package for a well-qualified candidate includes a generous base salary, performance bonuses, plus outstanding health benefits that include health, dental and vision, along with an outstanding 401k company match. We also offer employer paid life insurance, long-term disability, and short-term disability!NOTE: The statements herein are intended to describe the general nature and level of work being performed by the employee and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. The employee will be required to perform any other job-related duties assigned by their supervisor. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.