Technical Support Call Center Manager

Celerant 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. For more information, visit us at www.celerant.com.

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 staff
• Prepare work schedules and adjust staffing based upon volume forecasts
• Hire and onboard new team members
• Enable and motivate staff to provide a high level of customer satisfaction
• Ensure that team members meet company standards for professionalism
• Monitor and address responsiveness for tasks
• Prioritize and escalate tasks based upon multiple factors
• Evaluate performance through reporting and analysis
• Proactively effect change by improving management and processes
• Develop agents and supervisors through training and mentoring
• Collaborate with other managers to satisfy customers and achieve company goals

Requirements:

• Management or supervisory experience in a call center
• College degree or course credits in management, administration or supervisory area
• Effective use of Microsoft Office and business applications
• Experience with analyzing staff and business data and effecting changes based upon that data
• Handles change with a positive attitude

Optional Skills:

• Ability to remotely manage team members
• Experience as an agent in a call center for technical products or services
• Basic SQL knowledge

Benefits include Medical, 401(K), Vacation and Sick leave, Life Insurance, Flexible Spending Account.

Optional Dental and Eye Care Coverage Available.

Requirements:

• Management or supervisory experience in a call center
• College degree or course credits in management, administration or supervisory area
• Effective use of Microsoft Office and business applications
• Experience with analyzing staff and business data and effecting changes based upon that data
• Handles change with a positive attitude