Manager I, Customer Care

Employees with six (6) months of service in their current position are eligible to apply for a new position for which they are qualified based on requisite skills, education, experience, and current job performance. Employees with less than six (6) months of service may change positions before the six (6) month period if both the employee’s current manager and the manager of the open position agree and a transition date is agreed upon. New hire training time is not applied towards the six (6) months service requirement. Additionally, if an employee is currently on any type of performance improvement review, the employee will be considered ineligible for an open position.

Do you have 2+ years as a Call Center/Operational Supervisor? Do you enjoy hiring and coaching new team members? We have an immediate opening for an Operations Manager, to support our Telecommunications client in Boise, ID. Are you ready to take your BPO career to the next level, don't miss this great opportunity - APPLY TODAY!

ESSENTIAL FUNCTIONS

• Manage day-to-day operations in the customer service department
• Plans, organizes, directs, and controls operations
• Hire and train new customer service agents and support team members
• Analyzes workflow and assignments to ensure operations run efficiently
• Provides direction to staff members in resolving problems which arise with internal or external customers
• Assess service statistics and prepare detailed reports on your findings
• Manage the approved budget of the customer service department
• Stay informed on the latest industry techniques and methods
• solicit feedback on service levels and implement solutions to address issues
• Adapts departmental plans and priorities to address resource and operational challenges
• Create effective customer service procedures, policies, and standards
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis

REQUIRED EDUCATION AND EXPERIENCE:

• 2+ Years Supervisory experience within a Call Center
• Must have experience supporting to US clients
• High School Diploma
• Extremely competent with verbal and written English communication skills
• Experience with Microsoft Office & Customer Service Software
• Thrives in a fast pace client driven environment
• USB, dual ear piece with noise canceling functionality

Supervisory Responsibility

• Yes, up to 10 supervisors  (approx total FTE 100) 

PERKS & BENEFITS

• Competitive Salary (based on experience)
• Stable Full-Time Employment & Bonus/Incentive Pay
• Insurance & Other Company Benefits
• Fun, Healthy Work Environment

WORK ENVIRONMENT:  located at our Boise office 456 N Kimball Pl Boise, ID 83704

POSITION TYPE/EXPECTED HOURS: This is a full-time position requiring a minimum of 40 hours per week. This position requires flexibility to work any shift any day of the week  and may include working extended hours including public holidays and weekends.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. 

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address.  In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to Corporate.Security@continuumgbl.com.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. 

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address.  In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to Corporate.Security@continuumgbl.com.