Call Center Manager

OverviewWe are hiring a Call Center Manager to be based in our Rochester, NY location. The Call Center Manager is a pivotal leadership role within Technical Services and is responsible for overseeing the operations of the call center function and ensuring that the team delivers exceptional customer service. This position is tasked with managing a diverse team of 25 agents, optimizing call center processes, and implementing strategies to meet and exceed performance targets.FUJIFILM North America Corporation, a marketing subsidiary of FUJIFILM Holdings America Corporation, consists of six operating divisions. The Imaging Division provides consumer and commercial photographic products and services, including silver halide consumables; inkjet consumables; digital printing equipment, along with service and support; personalized photo products fulfillment; film; one-time-use cameras; and the popular INSTAX® line of instant cameras, smartphone printers, instant film, and accessories. The Electronic Imaging Division markets its GFX System and X Series lines of mirrorless digital cameras, lenses, and accessories to provide a variety of content creation solutions for both still and moving imagery. The Optical Devices Division provides optical lenses for the broadcast, cinematography, closed circuit television, videography, and industrial markets, and also markets binoculars and other optical imaging solutions. The Graphic Communication Division utilizes its extensive industry knowledge to develop fully supported traditional and digital print solutions for industries including commercial print, wide format, and packaging with its comprehensive line of digital inkjet presses, production toner printers, and software. The Industrial Products Division delivers new products derived from Fujifilm technologies including data storage tape products, including OEM and FUJIFILM Ultrium LTO cartridges, desalination solutions, microfilters and gas separation membranes. The Non-Destructive Testing Division delivers radiography solutions to ensure high accuracy inspection of transportation infrastructure, and assets within aerospace, and oil and gas industries.External USResponsibilities• Develop and implement call center strategies and operations to meet company objectives.• Monitor and evaluate agent performance, provide coaching and training to improve quality and efficiency.• Establish working schedules, manage time off to ensure appropriate coverage for operating workloads and task allocations.• Establish call center targets for speed, efficiency, and customer satisfaction.• Manage the recruitment, selection, and onboarding process for new call center staff.• Create and maintain a positive work environment that supports a high-performance culture.• Ensure compliance with company policies, industry regulations, and legal requirements.• Utilize call center systems and software to analyze data and report on team performance and customer feedback.• Handle complex customer complaints or inquiries that agents are unable to resolve.• Collaborate with other departments and stakeholders to ensure a consistent and high-quality customer experience.• Manage the call center budget, ensuring cost-effective resource allocation.• Forecast call volumes and resource requirements to support customer support needs.• Prepare and present regular performance reports to upper management.• Stay informed about industry developments, technological advancements, and best practices in call center management.• Other duties as assigned by management.Required Skills/Education• Minimum of 5 years of call center management experience• Working knowledge of call center technology such as IVR and ACD systems.• Working knowledge of Astea Service Alliance a plus.• Strong technical background complemented by extensive customer service experience.• Strong people management and development skills• Ability to mentor, coach and motivate others.• Ability to work under pressure.• Ability to work assigned/flexible hours including weekends and holidays as necessary.Desired Skills• Bachelor’s degree in business or a related field.• Excellent customer service skills.• Strong communications and presentation skills (verbal and written)• Proficient in MS Office applications including Word, Excel, and PowerPoint• Knowledge of Excel pivot tables and macros a plus.Salary and Benefits:• Up to $86,000 depending on experience• Bonus Eligible• Medical, Dental, Vision• Life Insurance• 401k• Paid Time OffEEO/AGENCY NOTESFujifilm is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation, and any other status protected by federal, state, or local law.To all agencies: Please, no phone calls or emails to any employee of Fujifilm about this requisition. All resumes submitted by search firms/employment agencies to any employee at Fujifilm via-email, the internet or in any form and/or method will be deemed the sole property of Fujifilm, unless such search firms/employment agencies were engaged by Fujifilm for this requisition and a valid agreement with Fujifilm is in place. In the event a candidate who was submitted outside of the Fujifilm agency engagement process is hired, no fee or payment of any kind will be paid.• #LI-Hybrid