Data Recognition Corporation

Manager, Service Center

Dec 16, 2016
Mar 03, 2017
Employment Status
Full Time
Responsibilities: This position is responsible for managing multiple teams comprised of regular and temporary staff members supporting the Customer Service environment.  The manager demonstrates comprehensive technical expertise in support of online assessment products and systems.  Major duties fall within Operations, Staff and Service management.


● Serves as back-up management support in the absence of the Director
● Gather, analyze and use statistics for capacity, training and performance to ensure work is distributed evenly
● Develop daily, weekly and monthly status reports to ensure Service Levels are being attained
● Support new product roll-outs, custom contract deliverables, online systems and customer satisfaction by monitoring, participating in      meetings, reporting and analyzing data
● Participate in the onboard/off board process by making decisions on additions and subtraction to staff
● Weekly approval of payroll hours for temporary staff
● Develop, maintain and communicate written work instructions for all assigned tasks
● Provide leadership to DRC’s quality assurance program for Customer Service
● Effectively communicate/work with Director, staff, EPM, EIS, IT and HR to achieve appropriate results


Qualifications: • Bachelor’s degree
• 5+ years of experience in a Customer Service Inbound Contact Center Manager role
• Experience resolving escalated customer issues and complaints involving technical issues
• Strong problem solving and analytical skills with exceptional verbal and written communication skills
• Effective time management skills
• Experience with basic Contact Center software solutions, including IVR, call monitoring and case management
• Proven ability to work appropriately with confidential and highly sensitive information  

Essential Job Requirements:

● Report to work promptly when scheduled
● Be able to work independently, under supervision and accept feedback
● Relate effectively and work respectfully with diverse work groups
● Ability to consistently perform well during times of increased work load
● Other duties as needed


Physical Requirements:

● Ability to sit/stand, look at a computer monitor and utilize a keyboard/mouse for up to 8 hour per day
● Ability to lift up to 15 pounds as necessary


Reporting to this position: Temporary/Seasonal employees


The Employer retains the right to change or assign other duties to this position.

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