Technical Support Call Center Manager

Technical Support Call Center ManagerCelerant Technology Corporation is a leading provider of premium, advanced retail management software for retail organizations. Our software, developed in-house, manages all areas of the retail business including point of sale, inventory management, warehouse, distribution, allocation, e-commerce, sales back office, advanced reporting and more. We give retailers the capabilities necessary to run their operation both efficiently and profitably.Celerant is a successful software company that is continually expanding. Our future headquarters are located in Iselin, New Jersey (current headquarters just over the Outerbridge Crossing in Staten Island). We also have satellite offices in California, Georgia and Texas.The Technical Support Call Center Manager oversees a department of 30+ analysts and agents across several locations. Our call center provides well-staffed and quality technical support 6 days a week during standard hours. We also provide on-call support after hours and on Sundays. We are looking for someone who can fill this role and take our call center to the next level.Responsibilities:Oversee all call center operations and staffPrepare work schedules and adjust staffing based upon volume forecastsHire and onboard new team membersEnable and motivate staff to provide a high level of customer satisfactionEnsure that team members meet company standards for professionalismMonitor and address responsiveness for tasksPrioritize and escalate tasks based upon multiple factorsEvaluate performance through reporting and analysisProactively effect change by improving management and processesDevelop agents and supervisors through training and mentoringCollaborate with other managers to satisfy customers and achieve company goalsRequirements:Management or supervisory experience in a call centerCollege degree or course credits in management, administration or supervisory areaEffective use of Microsoft Office and business applicationsExperience with analyzing staff and business data and effecting changes based upon that dataHandles change with a positive attitudeOptional Skills:Ability to remotely manage team membersExperience as an agent in a call center for technical products or servicesBasic SQL knowledgeBenefits include Medical, 401(K), Vacation and Sick leave, Life Insurance, Flexible Spending Account.Optional Dental and Eye Care Coverage Available.