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Call Center Team Manager

Location:Macon, GA
Exempt/Non-Exempt:Exempt
Benefits:Comprehensive Benefits Package
Employment Type:Full Time
Department:Order Processing
Description:Manages the activities of the Order Processing Team consisting of aTeam Lead, Order Processing Representatives, Change Order Representatives, Order Entry Representatives, Quality/Training Representative and an Escalation Representative. Ensures timely completion of orders for Birch Communications provided products and services.

Duties:•Monitors order processing by representatives to determine compliance with order procedures.
•Recommends productivity and process enhancements, including system improvements, if identified.
•Coordinates the assignment of incoming orders.
•Monitors work flow and order completion to ensure that orders are completed within guidelines of quarterly and annual production objectives.
•Handles escalation of specific issues from Specialists to ILEC and internal support teams
•Provides timely evaluation and training needs assessments of all representatives.
•Monitors attendance and work performance.
•Delegates work to appropriate personnel.
Qualifications:•2+ years customer service experience
•2 years previous supervisory/management experience
•Proficient with Microsoft Windows to include: MS Word, Excel, and Outlook
•Excellent customer service skills
•Excellent communication skills (verbal and written)
•Time management skills
•Analytical skills
•Problem solving skills
•3-5 years in the telecommunications industry, preferred
•Associates or Bachelors degree in Business Administration or related field, preferred


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