• Photo Visa Gift Card
• Predesigned Visa Gallery
• Visa Virtual Gifts
• Group Gifting
• Discounted Merchant Cards

CSR Manager

Omni Prepaid is looking for a results-oriented Call Center Manager with proven strong leadership experience and is consumer centric. This position is responsible for implementing effective call center management practices to increase revenues, reduce costs, and improve service quality. This position is responsible for the recruitment, management, and training and development of all call center agents and supervisors. We currently offer 24/7 customer service to GiftCards.com customers, but in the near future, we will expand our services to include competitors and other financial service providers in our industry. Candidate should have a firm grasp of technologies for call centers, as well as extensive knowledge in Excel etc..Previous experience in debit cards, banking and financial related services is a plus. Candidate must be highly organized and have hands on experience, handling escalation calls as well as listening in on regular calls to help and to improve the customer's experience. This is a highly-visible position that will play a key role in transforming our customer contact operations. The ideal candidate will be a professional who is truly a results-oriented self-starter.

Responsibilities Include:

• Lead the customer service group and the company's outsourced overflow partners. Candidates must have hands-on experience training phone reps on proper close techniques, analytical skills in reviewing call center utilization and other performance measures, developing Sales P&L's, and handling escalated customer concerns directly with the end customer.
• Partner with the Leadership Team to develop and execute strategic business plans, operational goals, and performance metrics that drive productivity and ensure a high level of customer service and satisfaction.
• Communicate and drive customer service performance objectives to ensure achievement with all call center and corporate goals.
• Drive continuous operating improvements and quality performance.
• Manage achievement of service-level goals.
• Identify, analyze, and resolve a wide range of technical, process, and operational issues. Provide quick and decisive solutions.
• Encourage collaboration and support of cross-functional business initiatives to ensure quick resolution of business issues.
• Provide expert knowledge of workforce forecasting and planning to ensure necessary staffing levels to support customer demand.
• Drive recruitment, selection, and retention of highly-qualified internal and external candidates.
• Partner with Leadership Team in providing effective communication, training, tools, and support that maximizes organizational and employee effectiveness.
• Maximize employee satisfaction, development, and performance through goal-setting and performance-management practices.
• Foster a culture of inclusion that encourages employee contribution, respect, and support of all types of individuals.

Qualifications and Experience:

• Bachelor's Degree from a four-year college or university.
• 5+ years related experience managing a 24/7 call center team of at least 25 individuals.
• Proven success in developing strategic plans and attaining goals in a fast-paced, dynamic environment.
• Strong computer skills.
• Previous experience in debit cards, banking and financial related services is a plus.

The successful candidate will be offered a competitive base salary and the potential for profit-sharing for their efforts. Please submit a cover letter outlining your successful leadership experience, a copy of your resume and salary history/requirements to jobs@wolfe.com.