Posted March 7, 2017

Field Services Supervisor

EurekaFacts  | Rockville, MD, US

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The Field Services Manager position leads and manages a team of agents responsible for supporting the call center. Develop practices and policies related to external customer communications. Looking for motivated individual with excellent communication, interpersonal and organizational skills. Under the general direction of the Human Factors Director, the Call Center Manager will be responsible for monitoring call center performance quality in support of departmental goals and initiatives. Will develop and deliver regular reports on performance, trends and other actionable insights.

• Customer Service. Responsible for ensuring that agents have the knowledge and skills to answer customer’s inquiries. Contact customers to sell meeting room services.
• Agent Performance. Responsible for recruiting, training, managing and monitoring agents so that they have the skills and knowledge to meet survey objectives.
• Balance Resources. Responsible for using resources efficiently and cost-effectively. Ensuring that the right level of resources are available to meet the needs of the call center. Ensuring there are enough agents on duty to minimize call-waiting time.
• Reporting. Responsible for providing reports on various aspects of call-center performance to the management team.
• Responsible for the accuracy, quality and timely delivery of all requested content to the client.
• Updates job knowledge by studying trends in and development in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

• Bachelor’s degree
• 5+ years of CATI experience
• 5+ years of management experience
• Ability to work in a fast paced environment
• Experience managing relationships with customers, vendors/partners.
• Understanding of performance improvement practices.
• Proficient in Word, Excel and PowerPoint for presentation and report development
• Strong knowledge of customer care processes and techniques.
• Excellent leadership, communication and interpersonal skills.
• Flexible, detailed and able to successfully adapt to change.
• Proven track record of meeting or exceeding goals and objectives.
• Knowledge of Sales Force a plus
• Call center operations knowledge preferred.

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