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Company name : Russell Cellular-Authorized Verizon Dealer
Location : Battlefield, MO 65619
Position : Call Center Manager

Description :
Russell Cellular, a Verizon Wireless Premium Retailer, is looking for a Customer Service Manager located at the Home Office in Battlefield, MO. This position is a key management and leadership role within the Russell Cellular operations. This role is responsible for all day-to-day operations and strategic decisions made in regard to our Customer Solutions department’s efforts in supporting 600+ retail locations. All of which to align with the goals and direction of the Russell Cellular sales strategy and industry evolution. To ensure success in this role, one should have Customer Service and Call Center experience, sophisticated managerial skills, and the ability to handle a variety of tasks simultaneously. This position reports to the Director of Customer Solutions.
Job Responsibilities / Primary Duties

General Operational Responsibilities

Coordinate day-to-day operations of the Department including but not limited to: Scheduling staff, interviewing applicants, advanced customer issue resolution, and communication with all shifts
Monitor calls, call volume, and call procedures ensuring optimum accuracy and efficiency.

Team Development and Leadership

Responsible for leading and growing a team of 50+ team members including Specialists, Coordinators, and assistant manager roles.
Maintains staff performance by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results
Audit department processes and procedures to ensure operational efficiencies and compliance

Sales Strategy

Development and Implementation of strategies to meet and exceed target metrics on a daily, monthly, quarterly, and annual basis.
Setting department goals as well as tracking and reporting on those set metrics.
Promote and implement strategic plans for future growth and diversification.

Metrics & Analytics

Maintaining a strong reporting system to ensure the goals for the department are being met
Responsible for reporting to upper-level management on the health of the department.

Job Requirements

Five or more years in meaningful work experience
Telecommunications or Wireless industry ideal (not required)
Leadership; Strong interpersonal, verbal, and written communication skills; ability to establish relationships, a positive team leader with an ability to inspire others
Core Competencies: Organizational Efficiency, Vision & Values, Selecting & Building Robust Team, and People Management
Project management experience including development and implementation of new processes
Performs work under time schedules and stresses which are normally periodic or cyclical, including time-sensitive deadlines, and project management deadlines
Ability to write, analyze, and present reporting in regard to the well-being of the department

Equal Opportunity Employer Statement
Russell Cellular is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Russell Cellular makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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