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 Call Center Manager III to develop the capabilities and processes necessary to support the ongoing operation of the Small Business Administration's consolidated contact center.

Job Duties and Responsibilities:

Support the maturation and stabilization of the Contact Center. Operational support may include, but is not limited to, the following:

• Cover expected inbound communications within defined SLAs Manage contact center staffing and scheduling to ensure adequate contact center coverage and to ensure a smooth opening and closing of the phone lines
  
  
  
  • Ensure phones are staffed properly each day
  • Use data analytics and user interviews to determine call trends that can be reported to SBA
  • Execute daily enterprise-wide call monitoring
  • Support quality assurance (QA) programs and metric tracking
  • Leverage QA program data to improve staff performance, enhance guidance and improve customer experience
  • Provide consistent and accurate reporting on operations and quality results, and produce detailed trend reports to show historical, current and/or cumulative call volumes, and staffing and customer inquiry information
  
  
  
  
• Operate Command Center Program Management Office (CCPMO) and serve as the technology Hub for monitoring, tracking, and assessing real-time performance and resolving issues such as challenges with agent headsets or computers to ensure maximum efficiency
  
  
  
  • Ensure real-time monitoring and produce sophisticated reports to quickly and easily identify agent performance issues and concerning trends like call avoidance
  • Perform high quality programming of the telephony system when standing up a new contact center or making changes to improve an existing contact center;
  • Ensure seamless customer service when changes are made
  
  
  
  
• Scale resources (up or down) quickly and as needed to support program changes, new programs or expansion efforts.
  
  
  
  • Ability to add additional call center agents if required.
  
  
  
  
• Provide training for contact center staff to ensure employees at all levels understand how to properly use all technology-based systems
  
  
  
  • Manage virtual classroom training leveraging a center of excellence methodology for delivery
  • Ensure all personnel have security clearances and are properly trained before taking calls or performing work in the contact center
  
  
  
  
• Ensure program details, agent roles, and processes are clear
  
  
  
  • Refine call scripts, messaging/email templates, desk guides
  • Apply process improvement techniques and CX strategies to ensure agent feedback is continuously incorporated in scripting to boost and continuously improve customer experience
  • Develop robust feedback mechanisms to ensure the Voice of the Customer and is considered when making changes to scripts or processes
  
  
  
  
• Hire, onboard, train, and deploy personnel
• Additional duties as assigned

Minimum Qualifications:

• Possess at least 1 year of Call Center experience
• Possess the ability to obtain and maintain a Public Trust clearance
• Possess prior experience with the following:
  
  
  
  • Directing a group of Call Center Teams
  • Working with other Call Center Managers to schedule employees to cover shifts
  • Working with senior management to ensure that quality work is maintained and technical issues are addressed
    
  
  
  
  

Preferred Qualifications:

• Bachelor's degree preferred
• Possess at least 3 years of management experience of a Call Center