RDI Corporation is a world class outsourcer providing call center, market research, administrative, IT and creative services to a broad mix of companies, including Fortune 500 partners. At RDI, we believe in #winningsmart by providing customized, yet highly strategic solutions. We believe in teamwork, which is why our family of companies is a mix of cognizant, strategic, resilient, and passionate individuals, each with a unique skill set that contributes to the end goal: Winning.
RDI is growing, and we need you to win. RDI is adding a Call Center Program Manager to our Waco team. This person will lead a team of Call Center Supervisors/Coaches to meet and exceed established client and call center goals. The Call Center Program Manager will provide outstanding customer service to internal and external customers and clients and will report directly to our Site Director.
Responsibilities of Call Center Program Manager:
· Develop and implement processes that will improve customer satisfaction, increase productivity, and improve the performance of supervisors, leads, and agents; continually seek opportunities for continuous improvement
· Ensure program is meeting client contractual requirements and adherence to established business processes and policies
· Motivate, coach, and train supervisors on operational efficiencies, goals and prioritization, essential Supervisory skills, and other business objectives as needed
· Improve team member satisfaction and retention by creating an environment consistent with RDI Core Values
· Provide rewards and recognition for top performers; encourages team to meet set goals
· Work cross-functionally with Workforce Management, Quality, and other departments to improve operational efficiencies and ensure quality objectives are consistently achieved
· Update and continuously develop knowledge of RDI operations, programs, products, processes, and call center trends to provide recommendations that improve the customer experience, employee satisfaction, and corporate performance
· Help to manage budget and understand the impact of decisions and actions based on the overall company financial performance Qualifications
· Ensure ‘open door’ policy and manage through hands-on involvement on the call center floor
· Assist Site Director with operational strategic planning; perform other duties as assigned
Requirements of Call Center Program Manager:
· Ability to quickly resolve concerns and problems within program
· Results-driven and comfortable working in a fast-paced environment; ability to multi-task and effectively prioritize changing needs
· Proven and demonstrable leadership, management and motivational skills
· 5+ years call center experience required; 3+ years of supervisory experience necessary
· Demonstrated professional communication skills (written and verbal)
· Ability to interact and own relationship with clients and internal/external business stakeholders
· Results-driven, action-oriented, and self-motivated mindset
· Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools
· Proficient in Microsoft Office Suite and other business programs as required
What’s in it for you? Perks. Lots of them.
· Comfort is key, and we offer a Business Casual dress code.
· Everyone needs a break. We give you two weeks of vacation!
· We got you covered: Health, Dental, and Vision insurance for all full time employees.
· ELL Well Culture. Earn Well. Learn Well. Live Well. Dream Well.
· Growth Opportunities. Our goal is to give you opportunities to grow and advance through RDI.
· RDI Give Back Program supporting 20+ charities through volunteer efforts and donations
· Working for an organization who has been recognized as OH Best Places to Work (2019), Business of the Year (2018); Spirit of the ADA Award (2017), and many more!
· Fitness Club. ELLWell Lounges. Weekly and Monthly ELLWell Events and Celebrations (National Donut Day, anyone?)
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Vision insurance
Schedule:
- Monday to Friday
- Weekends as needed
Experience:
- Call center management: 1 year (Required)
Ability to Commute:
- Waco, TX 76710 (Preferred)
Work Location: Hybrid remote in Waco, TX 76710