Call Center Manager
Responsible for allocating work, monitoring productivity and compliance and ensuring specialists receive quality service in a timely manner
Establish and manage metrics for the team and measure performance
Serve as liaison with the other Corporate HR functions (i.e. Generalists, Sourcing, Hiring etc.) as well as with each City Office Leaders within the company
Report weekly and monthly productivity data to ensure service deliverables are met
Hire, train and develop team members in order for them to succeed and grow in the Company
Review employment policies and ensure workforce compliance
Oversee and collaborate with third party vendors as needed
Serve as a subject matter expert on HR policies and assist team with questions
- Manage request ticketing platform and ensuring records are resolved, information is updated and issue is resolved to enhance employee satisfaction
3-5 years of Human Resources experience experience required with at least 2 years of Call Center management
Bachelor’s degree in Business, Management or related field
PHR or SPHR certification preferred
Strong Customer Service skills
Proven track record in the ability to improve processes, workflows, and deliver savings
Tech savvy with call center systems and HRIS platforms
Skilled with call center phone and ticketing systems and a data driven/analytical orientation
Understanding of W2 and 1099 labor market
Highly motivated and works well in a changing environment
Operationally focused and detail oriented
Strong consultative, project management, analytical and organizational skills
Impactful team player, passionate, innovative, creative
Detail oriented and ability to multitask in a fast paced environment
Excellent communicator, work well on a team, passionate, respectful and full of integrity
- Thrives in a fast paced, scrappy, start up environment
Shiftgig is the smartest and easiest way for the hourly workforce and businesses to connect. We’re an on-demand, mobile marketplace working with the biggest brands in the food service, hospitality, retail and warehouse industries. Our workers, which we call Specialists, use our mobile app to claim shifts and choose when, where and for who they want to work. Our Clients streamline their business by managing their temporary labor directly from the Shiftgig app. In addition, we pre-qualify all of our Specialists, including a background check and skills assessment.
Our mission is to connection millions of people with millions of shifts!