Ontario, OR
Who is Telmate?
Telmate is a leading provider of secure technology that empowers inmates to break the cycle of recidivism. We are the fastest growing inmate communications provider in the US and the technology leader for video visitation, online education, mobile applications and an array of crime investigator tools. Our solutions provide inmates and their friends and family with video conferencing, SMS, academic advancement, social networking and more. The Telmate platform also offers law enforcement powerful management tools with features like identity verification and a host of powerful analytical and predictive modeling tools that help law enforcement officials, district attorneys and detectives reduce crime, solve criminal cases and reduce court costs. The Telmate systems are deployed in over 450 facilities throughout the US and Canada.
What you will be doing:
The Call Center Manager is responsible for managing a growing team of over 70 employees in day-to-day operations of a fast paced inbound call center environment servicing customers in 40 states.
- Direct CSR Supervisors in oversight and coaching of customer service reps
- Provide coaching and development to a team of Supervisors
- Conduct periodic employee evaluations
- Identify and develop internal talent for future leadership roles.
- Maintain motivational CSR bonus program.
- Ensure continuing progress against goals and initiatives designed to drive the business forward.
- Build and maintain strong relationships with other Telmate leaders. Work collaboratively across departments and workgroups to identify and solve problems and achieve organizational goals.
- Develop and supervise a team of representatives and monitor team performance to ensure that the call center goals are met and support call center quality.
- Identify, recommend and support the implementation of various programs for the improvement of call center processes.
- Liaising with supervisor, team leaders, and other operatives to collect information and resolve issues.
- Monitor random inbound calls to improve the quality minimize errors and track performance.
- Promote a culture that encourages and ensures both staff and customer satisfaction.
- Motivate, coach, and retain staff as well as coordinates incentive schemes.
Experience you will need for this position:
- 3+ years of call center experience.
- 2+ years of management experience
- Call Center Management certifications and/or experience preferred.
- Bachelor’s Degree in business or related field preferred.
- Bilingual English / Spanish preferred.
- Ability to work flexible work/shift schedule and availability off hours for emergency resolution.
- Work evening shifts as necessary.
- Ability to effectively coach, manage, and motivate staff to achieve a high level of performance.
Top reasons to join us!
- We are a mature start up; and that means we are still fun but financially solid
- All of us are rewarded by the fact that everything we do serves an important purpose in society
- Competitive salaries, good benefits, office perks