The Call Center Manager is responsible for overseeing the daily operations of the call center, ensuring efficiency and high levels of customer satisfaction. This role involves managing a team of customer service representatives, monitoring performance, implementing strategies to improve service, and ensuring the smooth functioning of the call center’s operations. The Call Center Manager also plays a crucial role in training staff, setting performance goals, and meeting company service standards.

Responsibilities:

• Supervise and manage daily call center operations, ensuring optimal service delivery.
• Train, coach, and motivate a team of customer service representatives to achieve performance goals.
• Monitor and assess staff performance, providing feedback and implementing improvement plans where necessary.
• Develop and enforce call center policies, procedures, and quality standards.
• Analyze call center metrics and data to track performance and identify areas for improvement.
• Handle escalated customer issues and resolve complex problems in a timely manner.
• Collaborate with other departments to improve service delivery and resolve operational issues.
• Ensure compliance with all company policies and legal regulations.
• Implement new technology or processes to improve call center efficiency.
• Prepare reports on call center performance for senior management.

Requirements:

• Bachelor’s degree in business, management, or a related field (or equivalent experience).
• Proven experience in call center management or a similar leadership role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to analyze data and metrics to drive performance improvements.
• Knowledge of call center operations, including telephony systems and CRM software.
• Problem-solving abilities and the ability to handle high-pressure situations.
• Strong organizational and multitasking skills.

Work Environment:

• Office-based environment, typically within a dedicated call center.
• Fast-paced setting with regular use of computer and telephone systems.
• Requires interaction with staff and occasional customer escalations.