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Rotary International is seeking an experienced, dynamic Support Center Manager

January 29, 2014


Job Title:


Rotary Support Center Manager

Division

Section

Reports to

Director, Member Relations

Grade

14


Rotary International is seeking an experienced, dynamic Support Center Manager.

This full-time position is located in Evanston, IL (a northern suburb of Chicago). Relocation assistance is not available.

To apply, please visit: http://newton.newtonsoftware.com/career/JobIntroduction.action?clientId=8a42a12b3538c68501353a3b0cad2928&id=8ad64ec63dbb48ed013ddaddfcb66057&source=

Job applicants only. No staffing agencies, recruiters, or headhunters please. No phone calls or e-mails.
_________________________________________________________________

General Overview

The Rotary Support Center Manager has overall responsibility for managing Rotary’s general inquiry response team on a day-to-day basis, including oversight of an offshore operation and for ensuring that the team meets its strategic goals. This position will analyze and measure the effectiveness of existing contact center processes and develop sustainable, repeatable and quantifiable improvements. The manager is also the liaison between the support center and the key business partners throughout the organization.

Education

Bachelor’s degree with a minimum of ten years of customer service, contact center, or call center management experience.

Knowledge and Skills

· Wide breath of knowledge of donation and recognition processes, RI Programs and Grant activities, Alumni activities, NetForum account management, MAP technical processes, and major organizational initiatives that drive frequent inquiries.

· Keen understanding of staff organizational structure and key points of contact for Rotary Support Center staff.
· Knowledge of internal business process improvement strategies
· Customer relationship skills: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding
· Exceptional communication skills (active listener, professional speaker, and able to easily communicate respectfully to peers, managers and subordinates)
· Superior analytical skills to understand and evaluate key performance metrics
· Innovative professional with a focus on simple and effective solutioning
· Performance management skills
· Exceptional organizational, time management and prioritization skills
· Excellent interpersonal skills
· Project management and training skills highly desired
· Commitment to personal growth and learning
· Multilingual preferred


Specific Duties



Customer Service

· Create “World-Class” Customer Experience (Quality of Customer Experience primary, efficient process flow; one call/e-mail resolution)
· Negotiate, monitor, evaluate and report general and escalated customer Service Level Agreements (SLA) with business partners (other Rotary departments such as Alumni, Finance, Club and District Support, Fund Development, Major Gift officers, Programs, Rotary Grants, TRF Close-out staff, etc)
· Strategic planning and resource allocation based on organizational strategy
· Provide on-going business analytics (data, trends, workflow, meeting customer needs and expectations, how and why customers contact us) for department, directors, and other business partners


Human Resources - Team Management

· Provide real-time resource management (scheduling, adjustment for peak periods, seasonal issues)
· Responsible for all support center staff recruiting, hiring, and training
· Develop team members focused on providing a favorable customer experience
· Ensure an efficient and reliable quality assurance process
· Capacity planning to ensure proper staffing for peak seasons
· Conduct and refine performance management and appraisals (team-building, incentives, employee motivation, peer and supervisor feedback)
· Develop and refine performance standards for how day-to-day business is handled; escalated service issues, scheduling, and temporary help during peak periods
· Management of reception area


Staff Communication and Training

· Provide and implement professional development and coaching opportunities
· Develop and implement knowledge management system
· Develop and implement change management procedures
· Refine and maintain staff resources (wiki/office manual, training documents, best practices, how-to templates, ensure documentation/standardization of service support, etc)
· Ensure on-going two-way communication with business partners
· Provide daily communication and on-going training to the remote email team in India (ensuring open communication built on trust, passion, and operational excellence)
· Refine and communicate center’s scope of work and how to work best with the support center to current and potential business partners
· Provide training to staff (new projects and programs and on-going refresher courses on basic work)


Business Process Improvement

· Determining support center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
· Focus on continual improvement related to customer satisfaction and efficiency (process improvements, customer surveys/interviews, business partner survey/interviews)
· Ensure compliance with all aspects of Rotary’s privacy policy
· Provide oversight of mass distribution e-mail management with business partners
· Maintain and refine response templates
· Update and maintain Rotary Support Center Record Retention Policy (ensure deletion of older records in e-mail and CRM (Footprints)
· Create process and staffing resources as alternates for the reception area


Technology and Support Systems

· Simplify and improve Customer Relationship Management (currently Footprints)
·
Simplify and improve voice support (ACD phone system – Skills based and seasonal routing, call queue wait time, abandon calls, etc.)
· Provide oversight of e-mail management to meet SLAs
· Develop and refine reporting based on actionable items or for specific requests


Administrative/General

· Create and maintain annual center budget (software, hardware, customer service, and other personnel needs associated with the Rotary Support Center)
· Liaise with IS on technology issues specific to the Rotary Support Center
· Other responsibilities as assigned

Prior Experience

· Minimum of ten years customer service, contact center or call center management experience; including cross-functional, virtual and remote
· Demonstrated operational excellence (able to identify and implement continual business process improvements)
· Experience in strategic planning and team goal setting
· ACD and CRM system expertise required
· Financial experience desirable
· Cross-cultural management experience a strong plus

Supervisory Responsibility

Directly manage a team of 10-12 call center agents, one reception supervisor and one receptionist. Oversight (dotted line) responsibility of off-shore team in Pune consisting of a Manager, team leader, and five agents.

Budget Responsibility

· Create annual support center budget
· Maintain budget and forecasting process
· Review monthly responsibility reports to ensure adherence to budget

Travel

· 1-2 trips annually to visit offshore team in India

Internal Contacts

· Extensive contact with business managers as well as organization-wide project managers related to content, reporting, process improvements, configuration changes and system upgrades
· Directors related to Rotary Support Center work scope/SLAs, reporting, future planning and budget
· Extensive communication and collaboration with off shore team in India

External Contacts

ACD vendor
CRM vendor
Other technology and software vendors as needed

Equipment Used

Phone, PC, fax, scanner, printer, etc.

 
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