Call Center Manager
Princeton, New Jersey, United States

Job Summary

Occupation Customer Service
Specialty Call Center Manager
Location 08054, Mount Laurel, New Jersey, United States
Visa Sponsorship No

Job Description

Last Update: 1/11/24
About Us
Fieldprint, Inc. provides Livescan Fingerprinting; Fingerprinting Enrollment Services; Form I-9 Section 2 Completion; Badge Photography and Processing; and Fitness Determination and Adjudication services for corporations, non-profits and federal, state, tribal, and local government sectors.
Fieldprint is at the forefront of our industry. We offer a comprehensive suite of electronic fingerprinting and related services to handle all of the identity management needs of our clients. We design innovative technology that delivers accurate, timely results to our clients.
Our success begins with our diverse team of kind, collaborative professionals who are passionate about the work we deliver.
Job Description
We are currently seeking a Call Center Manager to serve as the primary administrative contact for the VP of Operations, assisting with the organization of day to day operations of the Call Center as well as serving as a liaison to internal/external personnel.
This is a full time, exempt position from 8 am to 4 pm. It is located on-site in our Mt. Laurel office.
Responsibilities include the following:

Responsible for coaching, training and conducting performance appraisals of all call center representatives.
Ensures project deadlines and performance/quality standards are established and met.
Typically supervises 2-80 non-exempt employees.
Performs all necessary supervisory functions to effectively and efficiently manage the personnel assigned.
Interviews candidates, maintains a qualified staff, communicates areas of accountability, determine standards of performance as a basis to review progress.
Makes suggestions on improving work procedures in the operation area.
Updates work instructions and ensures the department is up to date on current procedures.
Monitors call center telephone line. Maintains log for calls and results. Enters results into internal system.
Receives incoming customer and client requests from customer service.
Determines locations for fingerprint collection.
Follows up with vendors to obtain all related documentation.
Prepares and sends Welcome Packet to clients.

Required Skills

Tact and diplomacy in dealing with both customers and employees.
Strong supervisory skills.
Excellent oral and written communication skills.
Able to work well under pressure.
Must be flexible and able to multi-task.

Education & Experience
The candidate we are seeking will have at minimum a college degree and 3 or more years of relevant experience.
Fieldprint offers a comprehensive suite of benefits, an environmentally friendly workplace and flexible scheduling to assist employees in managing their lives outside of work.

Medical, dental and vision coverage with spouse/family coverage options
401K plan with generous company match
Flexible spending accounts
Voluntary insurance coverage plans (life, disability, etc.)
Paid time off
Paid holidays
Casual dress code
Commuter benefit program

Additional Information
All candidates are subject to a drug test and a background screening.
EOE M/F/Disabled/Veteran
Job Type: Full-time

401(k) matching
Dental insurance
Disability insurance
Flexible schedule
Flexible spending account
Health insurance
Life insurance
Paid time off
Vision insurance


Monday to Friday

Supplemental pay types:

Bonus pay

Ability to commute/relocate:

Mount Laurel, NJ 08054: Reliably commute or planning to relocate before starting work (Required)


Call center management: 3 years (Required)

Work Location: In personHealth insurance