Call Center Manager Jobs

Title: Call Center Manager

Location: On Site: 3210 E. Tropicana, Las Vegas, NV 89121

About PSI

At PSI, our mission is to help people meet their potential. That is our core purpose, enabling our vision to empower people in their careers and drive organizational success. We achieve this by being the leading global workforce solutions provider that fuses science, technology, and expertise to deliver best-in-class testing, assessment and development products and services.

PSI’s culture is as strong as the people who embody our core values. These include our drive to work together as one team, to be dependable in our pursuit of rigor and excellence, to value people and respect everyone’s talents, to embrace diversity in perspectives and culture, and to think creatively with the willingness to experiment.

Learn more about what we do at: http://www.psionline.com

About the Role

The Call Center Manager is responsible for all aspects of Tier 1 and 2 Candidate support. The Manager implements, and reviews policies and procedures related to displaced candidates, complaint investigations, and email/chat support. The Manager is responsible for developing and motivating a team of Call Center supervisors and customer service representatives in multiple locations.

This is a full-time permanent role, Monday to Friday during Call Center opening hours. The incumbent may need to be available to support critical issues during evenings and over weekends.

Role Responsibilities

• High school diploma or GED required, Bachelor’s degree or equivalent experience preferred.
• Collect, analyze, and report relevant historical metrics
• Identify, recommend, and support the implementation of programs for the improvement of the candidate experience
• Write and conduct annual performance evaluations.
• Promote a culture that encourages and ensures both staff and candidate satisfaction
• Knowledge, Skills and Experience Requirements
• Dive into individual candidate journeys to understand the candidate’s perception and work to improve those journeys accordingly
• Maintain strong working relationships within the organization and to ensure efficient and effective problem solving and issue resolution
• Responsible for reviewing and acting on customer feedback
• Select, coach, motivate call center staff to maximize performance and coordinate performance incentives
• Provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes
• Ensure compliance with internal policies, procedures and Licensure or Certification sponsor regulations
• Oversee the call center staff to consistently perform to company standards
• Communicate all relevant information to staff, including all process and policy changes
• Utilize progressive disciplinary practices to document, retrain, and address performance issues to retain highest quality of staff

PSI offers a competitive and comprehensive benefits package inclusive of:

• Generous PTO and Holiday Pay
• Medical, Dental, Vision, Life, and Short and Long-Term Disability Insurance
• 401k plan with company match
• Flexible Spending Accounts

Expressing an interest in employing your time and talent with PSI is paying us the ultimate compliment. We sincerely appreciate your interest!