Call Center Manager

Summary

Join Anytime Mailbox as our experienced Call Center Manager! Oversee and optimize our call center operations, ensuring exceptional customer service and achieving key performance metrics. Lead and develop a team of call center agents, fostering a positive and inclusive work environment. Drive continuous improvement in call center operations, manage supervisors, and track key performance indicators. Monitor calls for quality assurance and collaborate with cross-functional teams. This role requires strong leadership, communication, and analytical skills, along with experience in call center management. We offer a work-from-home opportunity with a flexible schedule and a supportive team environment.

Requirements

• 5-8 years of experience in call center management or a related field
• Proven success in leading and developing high-performing call center teams
• Excellent communication and interpersonal skills
• Previous experience in a call center management role
• Proficiency in relevant call center software and tools
• Strong organizational and problem-solving skills
• Ability to work well under pressure and meet tight deadlines
• Highly articulate in conversational and written English
• Works directly with upper management, including the executive team
• Ability to collaborate with cross-functional teams
• Excellent written and verbal communication skills
• Strong decision-making and problem-solving skills
• Meticulous attention to detail
• Strong ability to resolve problems quickly
• Strong ability to perform well under pressure
• Self-motivated team player, able to set priorities and manage deadlines
• Flexible and adaptable to changing duties and responsibilities
• Can-do and cheerful attitude
• Must have access to a reliable high-speed internet connection; at least 25MBPS
• Must have a computer with the latest model (preferably Core i3 or higher) and at least 8GB RAM
• Must be available for scheduled and ad-hoc calls, meetings, and chats during regular weekday working hours
• Must have a quiet workspace that is free from noise and distractions
• Must have a noise-canceling headset that provides good audio quality for clear communication

Responsibilities

• Oversee the day-to-day operations of the voice channel, ensuring calls are answered promptly and professionally
• Ensure compliance with company policies, procedures, and service level agreements (SLAs)
• Monitor call volume, wait times, call abandonment rates, and other performance metrics to maintain optimal staffing levels and service efficiency
• Manage supervisors to ensure their teams meet Key Performance Indicators (KPIs) such as Average Handle Time (AHT) and Productivity
• Develop workflows and strategies for supervisors to optimize team performance, streamline processes, and maintain consistent service levels
• Monitor phone and email queues to ensure supervisors are effectively managing their teams and adhering to response time targets
• Serve as a back-up for the chat and email queue during peak periods or when additional coverage is required, coordinating with supervisors to balance workloads
• Ensure supervisors are prepared to handle any transitions between voice and non-voice channels, maintaining consistent quality across all interactions
• Collaborate with Workforce Management to plan staffing and scheduling for both voice and non-voice operations
• Lead and mentor supervisors, ensuring they are equipped to manage their teams effectively and achieve performance goals
• Conduct regular one-on-one meetings with supervisors to review team performance and identify areas for improvement
• Work with supervisors to design and implement training programs for agents, focusing on multi-channel support and customer service excellence
• Foster a positive, collaborative environment that encourages supervisors to motivate their teams and maintain high engagement
• Track, analyze, and report on key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT)
• Identify areas for improvement and implement strategies to enhance agent productivity and service quality
• Collaborate with supervisors to collect and analyze performance data across all channels, including chat, email, and phone
• Develop regular reports for senior management detailing performance trends, challenges, and opportunities
• Utilize data to help supervisors forecast volume trends and develop strategies to ensure adequate coverage and resource allocation
• Monitor calls for quality assurance and ensure agents are following scripts and handling customer inquiries professionally
• Work with supervisors to monitor agent interactions for quality assurance, ensuring adherence to service standards and brand tone
• Develop and implement strategies with supervisors to continuously improve customer satisfaction and resolution efficiency
• Partner with the Quality Assurance (QA) team to provide actionable feedback to supervisors and agents for ongoing development
• Act as the primary point of contact between supervisors and other departments, including Training, Admin, Operations and Development, to align objectives and ensure seamless communication
• Coordinate with Workforce Management and other departments to align scheduling and staffing strategies across all queues
• Share customer feedback collected by supervisors to inform product and process improvements
• Complete tasks delegated/assigned by the Director or VP for Operations, ensuring timely and accurate completion
• Perform other reasonable duties as required to support overall operations and company objectives

Benefits

• Work from Home
• Flexible schedule