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Monitoring Support IVR Manager

Pavion Corp
United States, Alabama, Birmingham
Nov 15, 2024
Description Pavion and our family of companies are seeking a talented and motivated Monitoring Support IVR Manager to join our corporate team. Primary Responsibilities: Manage the day-to-day operation in the Monitoring Support/IVR Department Respond to customer service issues in a timely manner Consistently deliver exemplary customer service experiences by offering knowledge, advice, and answering questions and concerns Advise and direct team members on process, products and services, and protocols Monitor workload and provide forecasting for planned and ad hoc work Maintain good working relationships with internal departments and partners Ensure safe working environment for all staff Assist with recruiting, hiring, and onboarding Assess, identify, and coordinate training needs for team members Regularly audit work to ensure accurate reporting and adherence to quality standards Performs or delegates various administrative tasks to manage and monitor performance Monitor goals related to customer satisfaction and proper handling of alarms Review and assess service statistics to identify areas for improvement Create and monitor effective customer service procedures, policies, and standards in coordination with the leadership team Work with management team to identify process improvement areas Meet or exceed individual goals Meets with customers to evaluate specific performance measures Contacts customers regularly to ensure expectations are met and exceeded Must be flexible and able to work to fill in scheduling gaps when necessary Other duties as assigned Basic Qualifications: High School Diploma 5+ Years' Experience in 24x7 Customer Service Center management role Excellent oral and written communications Strong problem-solving aptitude Ability to meet multiple deadlines Ability to prioritize work independently Professional work ethic self-motivated and takes on a positive attitude Demonstrates attention to detail Gathers and analyzes information skillfully Manages difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service or assistance Maintains confidentiality Speaks clearly and persuasively listens and gets clarification; responds well to questions Contributes to building a positive team spirit; supports everyone's efforts to succeed Demonstrates accuracy and thoroughness; monitors own work to ensure quality Adapts to changes in work environment; able to deal with frequent change, delays, or unexpected events Preferred Qualifications: 4 years College preferred Disclaimer: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The employer has the right to revise this job description at any time. The job description is not be construed as a contract for employment. Pavion is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)