Title Account Manager, Contact Center
Job Information

Stafford Communications, New Providence, NJ

  • Develop and deliver a best-in-class experience that exceeds the expectations of our clients and their customers
  • Act as the primary point of contact for client interactions and ensure program objectives are met
  • Provide consultative support to the client, including writing and documentation, program ideas and value-added initiatives
  • Provide meaningful, actionable program specific reporting and analysis
  • Hold regular calibration sessions with client to ensure continual improvement of the customer interaction
  • Oversee Team Leaders and Customer Service Representatives (CSRs) to ensure program goals are met
  • Provide performance reviews for CSRs and Team Leaders to evaluate performance, set goals and provide coaching

REQUIREMENTS and SKILLS

  • Minimum of 3 years call center management experience, preferably in the consumer packaged goods or healthcare industries
  • Must have experience handling client and/or vendor relationships
  • Action oriented – problem solver
  • Bachelor’s or advanced degree
  • Organizational and multitasking skills are critical
  • Excellent oral and written communication and presentation skills
  • Proficient in Microsoft Word, Excel, Outlook, PowerPoint
  • Experience in call center ACD software, CRM systems and reporting
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