Contact Center Manager

Date Posted: Tue, 30 Jun 2020 03:30:35
Salary: -
Buford, GA 30518

Job Description


Contact Center Manager

Job Summary

Supervises and mentors call center representatives who get contacted by customers or potential customers. Responsible for the daily activity of call center policies and procedures. Ensures quotas for service volume and timeliness are met. May assist with monitoring interactions or perform data collection and some analysis.

Duties and Responsibilities

Operations focus.

  • Manage a team of call center agents providing support to inbound Lottery retailers.
  • Disseminate new product information to the agents. Communicate company information.
  • Answer questions and comments.
  • Work with manager to develop schedules with representatives each month to ensure call center objectives are covered.
  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. May take calls.
  • Resolve retail equipment issues and dispatch technicians for repair through appropriate training and supervision of Call Center Operators.
  • Controls and coordinates the direction of the Call Center functions over long-range planning periods to meet the goals of the organization, to ensure adherence to administrative directions, company policies and procedures, state and federal laws, and regulations and to maximize the integration and delivery of services.
  • Effectively troubleshoot equipment and related issues or problems in response to inbound retailer calls, inquiries, or questions
  • Input data into the company computer platform to keep each customer record update

People focus.

  • Interview and hire staff. Assess needs/plan ahead.
  • Administer training programs for new hires and existing staff.
  • Motivate and encourage agents through positive communication and feedback
  • Clearly communicate goals and objectives. Evaluate the performance of Call Center Representative by measuring results against established goals.
  • Meet with team bi-weekly in one-on-one meetings to ensure employee success
  • Meet at least once each week with your team to review the past week’s events, including statistics, results and industry news.
  • Administer HR policies and guidelines to ensure proper tracking of attendance, paid time off, maintaining a positive workplace, dress code, etc


  • High school diploma. Bachelor’s degree preferred.
  • 3+ year of relevant work experience
  • 1+ year of people management experience or equivalent
  • Spanish speaking is a plus

Knowledge, Skills and Abilities

  • Ability to learn MyAibags software applications
  • Ability to lead in a team environment
  • Troubleshooting skills
  • Technical customer service skills
  • Strong verbal and written communication skills

Employment Eligibility Verification

Must possess valid documentation to establish identity and U.S. employment eligibility


Job Type: Full-time

Pay: $17.00 - $21.00 per hour


  • 401(k)
  • 401(k) Matching
  • Dental Insurance
  • Health Insurance
  • Paid Time Off


  • 8 Hour Shift
  • Day shift
  • Monday to Friday


  • Call Center: 3 years (Preferred)
  • Call Center Management: 3 years (Preferred)


  • Bachelor's (Preferred)


  • Spanish (Preferred)

Work Location:

  • One location
  • Fully Remote

This Company Describes Its Culture as:

  • Innovative -- innovative and risk-taking
  • Outcome-oriented -- results-focused with strong performance culture
  • People-oriented -- supportive and fairness-focused

This Job Is:

  • A “Fair Chance” job (you or the employer follow Fair Chance hiring practices when performing background checks)
  • A job for which people with disabilities are encouraged to apply

Company's website:


Work Remotely:

  • Yes
Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. May take calls. Effectively troubleshoot equipment and related issues or problems in response to inbound retailer calls, inquiries, or questions. Monitor queue and track inbound calls. NO WALK-INS OR PHONE CALLS....


Job Title : Contact Center Manager

location :

For more information, click here to apply

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    Buford, GA 30518
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