• Call Center Manager

    Job Locations US-NJ-Union
    ID
    2017-1170
    Type
    Full-Time
    Category
    Management
  • Overview

    Do you want to make an impact?  Located on a beautiful park-like campus in Union, New Jersey, the team at Affiliated Monitoring protects millions of people by monitoring their security alarm and medical alert systems. 

    Our gorgeous state-of-the-art emergency monitoring center is the largest and most advanced in the United States.  At Affiliated you’ll have the opportunity to join a warm group of people working together to make a difference.

    If you want to run the show this is the role for you. We are currently hiring a Call Center Manager to join our Central Station in Union, New Jersey.

    We offer a generous total rewards package and fully paid training program.

    Qualifications

    • Minimum HS Diploma/GED, college degree is strongly preferred
    • Management experience of teams of 10 or more in a customer service environment
    • Excellent computer and communication skills

    Responsibilities

    • Managing, motivating, training, and coaching call center representatives in a high-volume environment
    • Monitoring calls for quality assurance and efficiency
    • Handling escalated customer service inquiries and call overflow from the representatives
    • Managing goals and progressive discipline procedures for your team
    • Effectively managing the scheduling/attendance, call volume, and quality control of your team
    • Ensuring proper and consistent communication across several different departments within the company
    • Proactively identifying potential issues and recommend enhancements to the current procedure to implement best practices
    • Creating a positive working environment in the call center and inspire exceptional performance
    • Managing tasks with minimal supervision and is open and flexible to a dynamic work environment
    • Ensuring adherence to all departmental policies and procedures

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