Job description

Call Center Manager

• Are you looking for an opportunity where you touch every aspect of our remote call center operations? One where you would be responsible for driving new ideas and implementing new policies?
• Do you consider yourself a strong and passionate people manager?
• Are you ready to run a dual manager role where half of your time is spent with a support team and the other half with our application review (compliance) team?
• If all of the above apply to you, then the Call Center Manager role at StandUp Wireless is for you!

Who We Are

StandUp Wireless is a wireless service provider focused on leveraging technical insights and innovative solutions to keep our communities connected. The company offers an energetic, entrepreneurial atmosphere where employees work in teams to help achieve goals. StandUp is a company built on trust that values individuals with personal initiative and creative solutions. We are a small company that makes a huge impact.

We seek an experienced Call Center Manager who will manage multiple departments responsible for reviewing applications for the federal lifeline and ACP program in real-time and providing support to our distribution channels via calls and tickets. These two teams consist of an outsourced team located in the Philippines and a Support Team that works 100% remotely across the United States.

To succeed in our ever-evolving industry, the ideal candidate will work diligently to ensure compliant internal processes and manage a large staff effectively by improving performance, formulating strategies, and focusing on delivering quality services. To help maintain and grow this standard, we seek an experienced Call Center Manager to oversee all day-to-day operations. The ideal candidate must provide strategic vision and tactical direction and successfully manage multiple departments to ensure efficiency, accuracy, and productivity.

The qualified leader will assume a dynamic management role, providing leadership and guidance to teams supporting multiple complex programs and projects.

What You Will Be Doing

• Develop objectives for the call center’s day-to-day activities remotely
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics
• Assume responsibility for budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high service standards
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management
• Manage and update departmental processes based on company initiatives and new federal guidelines
• Perform and oversee performance evaluation process
• Work with USAC and Compliance vendors to escalate and resolve Compliance issues within USAC interfaces.
• Create and maintain all compliance documentation related to the Lifeline and EBB programs
• Actively contribute and implement compliance best practices during meetings, training, coaching sessions, and peer interaction.
• Ensure consistent application of compliance, regulations, policies, and procedures are documented, trained, and followed throughout the company.
• Manage a growing team with direct reports.
• Implement and develop new ways to motivate staff
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explaining expectations to employees.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

How You Qualify

• A minimum of 3 years of remote call center management experience is required.
• Experience working with international outsourced call center.
• Experience and familiarity with USAC systems (Lifeline National Eligibility Verifier, the National Lifeline Accountability Database) are strongly preferred.
• Compliance/regulatory experience in the Federal Lifeline program.
• Knowledge of performance evaluations and KPIs.
• Solid understanding of reporting and departmental tracking.
• Proficient in MS Office and call center equipment/software programs.
• Excellent organizational and leadership skills with problem-solving abilities.
• Strong people management skills.
• Stellar verbal and written communication skills are a requirement.
• Advanced troubleshooting, creative problem-solving, and multitasking skills are required.
• Ability to remain flexible, re-prioritize projects frequently, and respond to changing demands and changing environments.
• “Roll up your sleeves” approach – this role is very “hands-on.”

What We Offer

A culture that thrives by empowering our people and respecting everyone’s work-life balance. We work hard but have fun! Members of the StandUp Wireless family engage in a highly collaborative and fast-paced environment that values their opinions in every step of the creative process.

In addition to the inviting culture and collaborative environment, StandUp Wireless offers great benefits:

• Competitive Compensation
• Bonus Incentive Programs
• Medical, Dental and Vision Benefits Packages
• 401K Plan
• Company paid Life and Long-term Disability Benefits
• Voluntary Benefits and Wellness Programs
• Home Office Monthly Stipends
• Paid vacation, sick leave and holidays
• Remote telecommuting stipend

How to Apply

PLEASE SUBMIT RESUME AND DESIRED SALARY TO BE CONSIDERED FOR THIS ROLE

Candidates must be legally eligible to work in the US for any employer.

StandUp has moved all operations to a remote environment; this position will work remotely

We are an Equal Opportunity Employer that values diversity in the workplace.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

COVID-19 considerations:
StandUp has moved all operations to a remote environment; this position will work remotely

Application Question(s):

• What is your proficiency level with MS Word, Excel, Outlook - Beginner, Intermediate or Advanced?

Education:

• Bachelor's (Preferred)

Experience:

• remote call center management: 3 years (Preferred)
• working with international outsourced call center: 3 years (Preferred)
• USAC Lifeline National Eligibility Verifier: 3 years (Preferred)
• Compliance/regulatory in the Federal Lifeline Program: 3 years (Preferred)
• performance evaluations and KPI': 3 years (Preferred)

Work Location: Remote

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