DatamanUSA is looking for a Call Center Manager for our direct client based in HI. This is a great opportunity for someone who is a quick learner with excellent people skills.
Job Details:
Job Title: Call Center Manager
Location: Honolulu, HI
Duration: 12 months
Key Responsibilities:
*) Manage daily Call Center operations, staffing, service delivery, and reporting using Google CES CCaaS / CCAIP supervisor tools, ServiceNow, approved quality frameworks, and operational dashboards.
*) Oversee Tier 1 Intake, Tier 2 Triage, complex escalations, and seamless Tier 3 handoff to eligibility workers.
*) Mentor agents on customer service, Google CES CCaaS / CCAIP interaction handling, and ServiceNow documentation through side-by-side coaching and feedback.
*) Train, coach, motivate employees, manage employee turnover, and conduct performance reviews using interaction data, case records, and quality results.
*) Track, analyze, and report team performance metrics including CSAT, AHT, adherence, resolution rates, service levels, and quality scores using operational dashboards and supervisor tools.
*) Handle complex customer inquiries, complaints, and escalated interactions requiring higher-level decision-making, including reviewing call recordings and case notes across core systems.
*) Audit calls, chat transcripts, interaction logs, and ServiceNow case records against approved scorecards, service standards, and documentation requirements.
*) Identify compliance gaps, coaching opportunities, recurring service issues, and opportunities to improve the customer experience.
*) Produce quality trend reports, calibration summaries, and findings to support coaching, training, and operational improvement.
*) Interpret complex state, federal, and county policies to ensure accurate program information, compliant documentation, and consistent use of approved workflows and systems.
Key Qualifications:
*) 2+ years of Call Center experience; experience in human services and economic assistance programs is highly preferred.
*) Strong knowledge of Google CES CCaaS / CCAIP supervisor functions, ServiceNow, ticketing systems, quality monitoring tools, and Call Center technology.
*) Strong computer skills, verbal and written communication, coaching, performance management, escalation handling, and operational reporting abilities.
*) Experience with quality monitoring, scorecard development, compliance reporting, Call Center KPIs, audit methods, Google CES CCaaS / CCAIP interaction review, and ServiceNow case documentation standards.
*) Must pass FBI criminal history record checks and fingerprinting due to access to sensitive client information.
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