Call Center Manager in East Syracuse, New York

Description

We are seeking a Call Center Manager to join our team in the non-profit sector, based in EAST SYRACUSE, New York, 13057-1210, United States. In this role, you will be responsible for ensuring the efficient and effective operation of the Crisis Services call center. They will oversee the scheduling and management of call center agents to meet service level objectives and maximize resource utilization. This position also provides administrative support for the division’s hiring and onboarding processes, analyzes historical and current call volume data to determine appropriate staffing levels, and supports workforce wellness initiatives.

Responsibilities:

· Analyze contact center patterns, including volumes, trends, and attrition rates to identify call center scheduling needs

· Utilize the analysis results to forecast contact center workload and build scheduling plans to meet service level objectives

· Work with management team to maintain and adjust staffing schedule assignments to ensure contact center key performance indicators are met

· Track and maintain list of current open positions and provide administrative support during the hiring process

· Maintain accurate records of candidate applications, resumes, and interview feedback.

· Conduct candidate screenings, coordinate interviews, verify references, and communicate with applicants

· In collaboration with Operations Manager and Center Functions Manager, develop onboarding protocol for equipment and account management

· Work with other technology personnel to troubleshoot technology issues when necessary

· Plan and coordinate wellness, recognition, and appreciation activities for the division

· Accept and perform other duties as assigned to contribute to the overall success of Contact’s mission and goals.

Requirements

• 2-5 years of experience in a call center required

• Previous experience in a non-profit organization is preferred but not mandatory

• Proficiency in handling inbound and outbound calls

• Demonstrated skills in call center customer service

• Ability to provide top-notch customer service

• Experience with data entry tasks

• Excellent email correspondence abilities

• Strong verbal and written communication skills

• Ability to multitask and manage time effectively

• Associates degree required

TalentMatch®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity – whenever you choose – even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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