Integrity Staffing Solutions
Integrity Staffing Solutions

Central Communications Manager

Newark, Delaware
Direct Hire
Posting date: 1/26/2020
Job ID: 4451

 

Assisting with this position:
Ellen Kuntzmann

Job Description
Job Description

The Central Communications Manager is responsible for overseeing the work of our Contact Resolution Coordinators and our Communications Department in our corporate office in Newark, DE. You’ll manage our inbound and outbound contact centers, outsourcing vendors, and system vendor relationships.

 

The Contact Resolution Team takes incoming calls from our associates who need help understanding anything about their assignment with our client, including attendance, payroll, policy issues, and time off needs.  You’ll ensure the teams are addressing all associates are answered promptly and with the associate in mind. You will need to motivate your team and work with them to make sure they support company policies and procedures.

 

Our Communications Department operates as an internal vendor for the rest of the organization. They provide mass communications for potential and current temporary associates, as requested by various departments. They also develop the appropriate messaging and deliver messaging on regular cadences.

 

Here’s what we’re looking for:

  • Ability to manage a call center that is both corporate and remotely based throughout the US and Philippines, including yourself. Be a self-starter, self-managed, and motivational to your teams.
  • A proven record of success in inbound and outbound call centers where appointment booking or over the phone selling takes place. We accept incoming calls but also have a large portion of our leads that require outbound calling, text, emailing. Outbound leads are only to people that are in our funnel and have expressed interest at some point in time. This is not dialing from a cold list.
  • Manage call center software, update, create efficiencies and troubleshoot as necessary.
  • Create, Implement, Train, and Update Scripting regularly. We need someone that has scriptwriting experience or experience in knowing how to effectively write scripts has done A/B testing and is used to adjusting language to achieve the best results.
  • Staff Management - Familiar with staffing and scheduling efficiently to cover calls at all aspects of the day.
  • Become an expert in your markets, know the associates' needs, and how best to engage them.
  • Regularly present reports to senior leaders in an easy-to-understand format.
  • Formalize the coaching and training platform of your team.
  • Manage issue assignments and queues
  • Serve as the escalation point for associate issues
  • Create and deliver mass communications
  • Manage BPO and vendor relationships
  • Ensure teams meet Key Performance Indicators
  • Report trends and provide proactive solutions
  • Solve associate issues by investigation and working with field management

 

 

What you’ll need:

  • 5+ years managing teams of 5 or more
  • 5+ years of contact center management experience
  • Strong understanding for reporting and analytics with the ability to collect data and present in a reportable format
  • 5+ years’ experience leading Call Centers and utilizing Call Center Technology.
  • Attention to Detail: From understanding different clients, requirements and policies you’ll need to sure every detail is right
  • Leadership Skills: You are in charge of the support staff. You will need to motivate, discipline, and resolve conflicts on a regular basis.
  • Communication Skills: You will be collaborating with co-workers, management, direct reports, and associates. You will need to be able to listen and communicate effectively.
  • Bachelor’s degree strongly preferred

 

 

 

 

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Disability Accommodations

As an equal opportunity employer, Integrity Staffing Solutions is committed to a diverse workforce and to a barrier-free application process. As part of the Integrity Staffing Solutions Accessibility Policy, if you have a disability and are having issues accessing any portion of our website or in applying for a job, please contact us for direct assistance by sending an email to er@integritystaffing.com. Include your name, phone number, email address and the nature of your issue. Only communications regarding disability access issues will receive a response. A member of our staff will be in contact with you within 48 business hours, Monday-Friday, excluding holidays, to discuss the information you have provided and to help you complete your inquiry. Thank you for your patience and our team is looking forward to assisting you.

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  1. By applying with Integrity, submitting a job application and/or clicking “Click Here For 5 Minute Application” anywhere on this page, you consent and allow Integrity and its agents to contact you at the telephone number provided, by text message, voice call, automated dialer, pre-recorded call or any other method, regarding job opportunities, and agree and authorize that Integrity may use automated calls or texts to alert you of interview dates, start date reminders or any other job related communications.
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