Job Information
Pearl Interactive Network Call Center Manager in Laguna Niguel, California
Pearl Interactive Network is sourcing Call Center Managers for Future Opportunities.
The Call Center Manager is responsible for analyzing business processes and recommending improvements. The Call Center Manager will support high-level, strategic planning, and complete high-profile and/or quick turnaround tasks. Applicants must reside in the Laguna Niguel, CA area and able to work in the facility.
Why choose Pearl Interactive Network?
Join Our Team and embrace the winning Pearl Culture which promotes our employee's desires and efforts to serve our consumers, clients, and community. Our values of customer satisfaction, teamwork, a family atmosphere, quality services, respect for each other, transparency, and innovation are what make Pearl, the employer of choice. As a woman-owned, HUBZone-certified social enterprise, we take pride in our hiring preference for individuals living in economically challenged areas, persons with disabilities, military spouses, and Veterans.
Pearl offers a Competitive Compensation and Benefits package to include:
Salary Range (DOE): $80K - $115K
Medical, Dental, Vision, and Life Insurance
Paid time off, Paid holidays
401K eligibility
Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.
Operating Hours: 8 am - 8 pm EST or 5 am - 5 pm PST Monday - Friday
Location: Laguna Niguel, CA 92677
Job Duties:
Work with the Project Manager to determine call center operational strategies by conducting needs assessments, performance reviews, and capacity planning. Establishing technical specifications, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; and managing system and process improvement and quality assurance programs.
Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
Maintain communications with supervisor staff in addition to personnel at HQ to create and maintain efficient processes; address emerging technical and administrative issues; and maintain situational awareness of issues affecting call responses.
Job Requirements:
Bachelor’s Degree and five years of experience; or a Master’s Degree with four years of experience; or an Associate’s Degree with eight years of related experience; or ten years of related experience with no degree
A minimum of six years of supervisory experience in responding to requests for information and searching automated systems for data. Prior Law Enforcement or immigration-related experience is preferred
Knowledge and experience working with RAD Apps; including CRM tools.
Bi-lingual, Spanish and English required.
Excellent reading comprehension, writing, and communication skills that include the ability to effectively communicate with personnel of various background
Proficiency in Microsoft Office Programs
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
Background Investigation, Government Security Clearance, Drug Screening, and Skills Assessment Required
Pearl Interactive Network, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.