Manager, Contact Center - Vantagen

Overview

Baker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world's leading financial centers - New York, London, San Francisco, Los Angeles, Chicago and Boston. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) provide professional services through an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws, regulations and professional standards. Baker Tilly US, LLP is a licensed independent CPA firm that provides attest services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and business advisory services to their clients. Baker Tilly Advisory Group, LP and its subsidiary entities are not licensed CPA firms.

Baker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker Tilly, are independent members of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 141 territories, with 43,000 professionals and a combined worldwide revenue of $5.2 billion. Visit bakertilly.com or join the conversation on LinkedIn, Facebook and Instagram.

Please discuss the work location status with your Baker Tilly talent acquisition professional to understand the requirements for an opportunity you are exploring.

Baker Tilly is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, gender identity, sexual orientation, or any other legally protected basis, in accordance with applicable federal, state or local law.

Any unsolicited resumes submitted through our website or to Baker Tilly Advisory Group, LP, employee e-mail accounts are considered property of Baker Tilly Advisory Group, LP, and are not subject to payment of agency fees. In order to be an authorized recruitment agency ("search firm") for Baker Tilly Advisory Group, LP, there must be a formal written agreement in place and the agency must be invited, by Baker Tilly's Talent Attraction team, to submit candidates for review via our applicant tracking system.

Job Description:

Responsibilities:

• Monitor queues and manage CSR performance. Keep agents (10-20) aligned with schedules and availability expectations.

• Set productivity standards and manage resource performance to standards inclusive for remotely sourced resources, permanent and seasonal

• Manage, track, analyze and report peak and non-peak call/chat volumes to senior management

• Effectively forecast resource requirements for peak and non-peak business periods

• Manage configuration of related call center and case tracking software; coordinate telecommunications system changes with internal resources and supporting vendors

• Oversee introductory unit training for new agents (permanent and seasonal)

• Support integration of client, industry and system changes into servicing units

• Develop short and long-term customer service strategic and tactical plans

• Facilitate continuous improvement through incentives and unit-based projects

Qualifications:

• Minimum 5 years of demonstrated experience in call/contact center operations management (10-20 seat and growing)

• Self-directed

• Excellent problem solving and analytical skills

• Enthusiastic and energetic team player who exhibits good judgement, integrity, ingenuity and personal professionalism

• Excellent communication skills and the ability to gain the cooperation and confidence of others

• Skilled at call center software setup, utilization and maintenance, volume and resource forecasting, and reporting

• Able to analyze data and prepare/present analysis to various audiences