Call Center Manager

The Call Center Manager performs highly advanced managerial work administering the daily operations and activities of Clients' EZ TAG Services call centers. Primary responsibilities include, but are not limited to formulating, or assisting in the creation of policies and procedures that have the potential to significantly impact other sections. Oversees creating, reviewing, and confirming that the section's processes are effective and efficient, while ensuring that customer service quality levels consistently meet established agency standards with a high emphasis on customer satisfaction. Provides leadership, motivation, training, evaluation, and supervision of a 

large number of employees across various locations. Will have the authority to recommend transfer, suspension, promotion, discharge, recognition, or discipline for subordinate employees.  Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment.  

Duties & Responsibilities  

Manages day-to-day activities of staff within a large and highly complex business function via telephone services. Ensures maximum use of time and resources and makes recommendations concerning staffing and other operational matters. Provides leadership, motivation, training, evaluation and supervision of employees.  

Manages multiple locations and meets with direct reports as well as other departments to review the operational practices of all areas within the section for efficiency and compliance with business rules. Assesses the progress of the section and provides direction on action plans for resolving issues, while evaluating current and proposed procedures to implement changes as necessary.  

Oversees the allocation of resources, establishes workload, workflow deadlines, work objectives, and time utilization along with primary management staff to meet established agency goals.  

Responsible for reports and supporting documentation of call centers' daily and monthly activities.
 

 Knowledge, Skills and Abilities  

 Knowledge of administrative, management principles, and best practices to direct, supervise, and coordinate the work of a large group of employees engaged in a variety of tasks.  

 Knowledge of Texas State laws and requirements for toll violation processing.  

 Extensive knowledge of the services, functions, operational policies and procedures of the section.  

 Knowledge of electronic toll collection/violation enforcement operations and procedures.  

 Knowledge of basic arithmetic.  

 Effective verbal and written communication and interpersonal skills.  

 Strong customer service skills.  

 Good analytical and organizational skills.  

 Ability to plan, organize and coordinate work assignments.  

 Ability to make decisions and delegate authority.  

 Ability to prepare accurate correspondence and comprehensive reports.  

 Ability to coordinate planning and assess budgetary needs.  

 Skills in using logic and reasoning.  

 Proficient PC operating skills (keyboard, mouse) with working knowledge of MS Office to include Word and Excel, and databases.  

 Excellent time management, organizational and multitasking capabilities.  

 Ability to be flexible and goal oriented.  

 Effective communication and listening skills. 

Physical Demands  

The position frequently requires stooping or bending. Occasional very light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.  

Required Education / Experience  

High school diploma or G.E.D. equivalent from an accredited institution required.  Minimum five (5) years of supervisory or managerial experience in a customer service/relations environment role with increasing responsibility to include experience of toll road authority operations, including tag and violation operations, and handling escalated accounts.