The Call Center Manager is an effective leader responsible for overseeing the day-to-day operations of the call center which include hiring, training, coaching, leading a team of call center representatives, setting performance goals, monitoring customer service quality, implementing strategies to optimize call center efficiency, and achieving customer satisfaction targets. Additionally, this individual works directly with cross functional key stakeholders at the community, regional, home office, and leadership levels.
Duties and Responsibilities
Team Leadership:
Hire, onboard, and train new call center representatives.
Provide ongoing training and development for team.
Coach and motivate team to achieve performance goals.
Coach team through challenging customer calls.
Provide performance evaluations and feedback to team.
Address any team member concerns and resolve issues swiftly.
Lead team meetings.
Operational Oversight:
Monitor call center metrics (call volume, average handle time, etc.)
Analyze call center data to identify areas for improvement.
Implement process changes to optimize efficiency.
Prepare team work schedules to ensure maximum coverage and meet call volume demands.
Customer Service Focus:
Ensure high-quality customer interactions.
Handle escalated customer complaints and issues.
Monitor customer feedback and implement improvements.
Set customer service standards and expectations.
Strategic Planning:
Develop monthly, quarterly and annual call center goals and action plans.
Identify new technologies and tools to improve call center operations.
Budget and resource allocation for the call center.
Analyze call center data, prepare reports, and develop presentations for leadership.
Prepare and review monthly commission statements for leadership approval.
Other:
Complete required tasks accurately, expertly, and in a timely manner, while handling multiple priorities.
Attend regular weekly meetings to review call center strategies.
Fully collaborate with all key stakeholders to meet or exceed company objectives and goals.
Qualifications:
Minimum of 3 years relevant work experience leading a call center team.
Strong customer service skills.
Strong leadership, coaching, motivating and mentoring skills - must be effective at providing detailed and specific feedback to team to equip them to meet identified business goals. Must be effective at giving and receiving feedback.
Strong interpersonal, written, and verbal communication skills.
Positive attitude, self-motivated, resourceful, professional, problem solver, and capable of achieving or exceeding deadlines and goals.
Ability to work well under pressure and meet deadlines.
Ability to work in a fast paced and team-centered environment.
Ability to work some weekends and some holidays on an as needed basis.
Ability to problem solve and be detail oriented.
Understand and follow company established policies and procedures.
Enjoy collaborating, being a team player with a strong work ethic, and following directions from a manager.
Committed to self-development of call center operations and technological advancements.
Ability to use the Microsoft Office suite of products including Outlook.
Understanding and knowledge of a CRM system.
Minimum of a high school diploma or GED.
This position outlines the basic tasks and requirements for the position noted. It is not a comprehensive listing of all job duties.
Physical Demands: Some office work which may require the ability to occasionally bend, stoop, reach, lift, move, sit for long hours while using office equipment, and carry office materials and supplies weighing 25 pounds or less from time to time. Finger dexterity is required to operate a computer keyboard and calculator.
Additional Requirements: Must pass a criminal background check and verification of employment.