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Description:
We are HALO! We connect people and brands to create unforgettable, meaningful, and lasting experiences that build brand engagement and loyalty for our over 60,000 clients globally. With over 2000 employees, 1,100 Account Executives and 40+ sales offices across the United States, HALO is the global leader of our $25B industry.
We are HALO! We connect people and brands to create unforgettable, meaningful, and lasting experiences that build brand engagement and loyalty for our over 60,000 clients globally. With over 2000 employees, 1,100 Account Executives and 40+ sales offices across the United States, HALO is the global leader of our $25B industry.
HALO is looking for a Call Center Manager who will be responsible for providing training, support and development to a staff of Supervisors, Team Leads and 25-28 Call Center Reps located in the US and the Philippines. They will ensure superior customer service in the answering of high volume incoming consumer calls, emails and chats as well as ensuring timely and accurate client resolution. They will assess issues, offer suggestions for improving process efficiencies and be a critical part in staff management and development.
Travel on a monthly basis to Corporate Office, in Sterling, IL is required
Responsibilities:
Manage and oversee critical success measures and growth metrics
Responsible for call center quality assurance through monitoring telephone queues, rerouting calls, etc.
Run reports via Ring Central on a daily/monthly basis to monitor telephone activity and track SLAs
Develop and maintain a technical and business understanding of the systems and provide daily technical support to call center associates
Assist with administrative responsibilities including updates to customer information, processing of orders, adjusting fees/credits, and invoice reprints
Investigate escalated concerns, questions, and complaints from corporate clients in a timely and accurate manner
Train and develop Call Center Representatives, Team Leads and Supervisors on all new products and services
Provide the necessary training and tools to effectively monitor, evaluate, and implement call quality standards
Communicate new and updated internal process to staff on an on-going basis
Conduct analyses of escalated issues and communicate these issues to senior management during quarterly and annual reviews.
Oversee the full cycle hiring process, performance appraisal process, and terminations.
Performs other duties and special projects as needed.
. Requirements:
3+ years of Customer Service experience
4 + years Call Center Management/Supervisory experience
Strong analytical, critical thinking, communication (written and oral) and organizational skills
High level of interpersonal skills to handle sensitive and confidential situations and information
Strong time management and organization skills
Must have a proven ability to successfully manage people
Proficiency with MS Office (Word, Outlook, and Excel) / Salesforce.com a plus
Experience working with ACD and call center phone technology
Must be able to communicate effectively with all levels of the organization
Ability to organize multiple work assignments and establish priorities
Analytical thinking to analyze and articulate business reports; Proactive thought process
Creative problem-solving capabilities and “out-of-the-box” suggestions and improvements
Travel to Corporate Office 3-4 days a Month is required
More about HALO
We are the global leader in branded promotional merchandise, uniform programs, and recognition and incentive solutions. We combine unparalleled creativity, targeted strategic insights, the diversity of our talent, and flawless execution to unleash the energy and spark the magic that create unforgettable moments, energizing and amplifying brands to capture and hold the attention of the people who matter most to our clients’ success.
What you can expect at HALO:
Career Advancement: At HALO, we love promoting from within. Promoting is the key to our exponential growth in the last few years. With so many industry leaders at HALO, you’ll have the opportunity to accelerate your career by learning from their experience, insights, and skills and gain access to HALO’s influential global network, leadership experiences, and diverse thinking.
Culture: We love working here and know that you will too. You can expect a positive culture of ingenuity, inclusion, and relentless determination. We push the limits of possibilities and imagination by staying curious, humble, and provocative in order to break through yesterday’s limit. Diversity is the source of our creativity and we thrive when each of us contributes to an inclusive culture of respect, dignity, and equity mindset in everything we do. We keep our promise for excellence with an unrelenting commitment to achieving results and supporting one another to stay accountable, transparent, and dependable.
Recognition: You’re going to succeed here, and you can count on us to celebrate your wins. Colleagues across the company will join in recognizing your big milestones and nominate you for awards. Over time, you’ll earn so much recognition that you can convert into gift cards, trips, concerts, and merchandise at your favorite brands.
Flexibility: Most roles offer hybrid work. In addition, we pride ourselves on flexible schedules that help you find a balance between professional and personal demands. We believe that supporting our customers is the priority and trust that you and your manager will find a schedule to achieve that priority.
Stay well at HALO: At HALO, we have benefits that support all parts of your life and to find a work-life balance custom to you. We offer competitive comprehensive coverage in Medical, Dental, Vision, Life and Disability insurance, and additional Voluntary Benefits. Prepare your financial future with our 401K Retirement Savings Plan, Health Savings Accounts (HSA), and Flexible Spending Accounts (FSA). We offer mental healthcare for you and your family. Our program focuses on behavioral health coaching, therapy and psychiatry, personalized skill development, and providing access to care for your dependents.
HALO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We insist on an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Inclusion is a core value at HALO and we seek to recruit, develop and retain the most talented people.
HALO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [email protected]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Careers page.
