Call Center Manager

Summary

Join our team as a Call Center Manager and oversee the daily operations of a large, 24/7 call center. You will lead and develop a team of 100+ employees, handling a high call volume while ensuring customer satisfaction and adherence to key performance indicators (KPIs). This role requires strong leadership, communication, and problem-solving skills, along with extensive call center experience and a commitment to creating a customer-focused culture. You will design and implement departmental initiatives, manage team performance, and provide coaching and training. The ideal candidate possesses a Bachelor's degree and significant experience in call center management.

Requirements

• Be able to be flexible in work schedule, including nights and weekends
• Possess extensive knowledge of Call Center reporting, KPIs and SLAs
• Possess advanced customer relations skills with proven ability to resolve customer service issues
• Be able to lead department by displaying outstanding phone skills and a commitment and passion in creating customer satisfaction
• Be able to conduct daily training and coaching sessions with your team
• Be a self-starter, professional, resolution oriented, demonstrate initiative, resourcefulness, and strong problem solving skills
• Possess excellent oral and written communication and interpersonal skills
• Be able to work under pressure and adapt to change
• Possess strong organizational, time management and follow-up skills
• Have a Bachelor's degree in Computer Science, Business, Communications or a related field
• Have a minimum of 8 years Call Center experience
• Have a minimum of 5 years of management experience in Call Center environment
• Have experience with CRM systems

Responsibilities

• Manage the day-to-day operations of our 24/7/365 Call Center, consisting of 100+ employees per office location, handling on average 75,000 calls a month
• Provide leadership, development and coaching, actively engaging and supporting the development of the team to ensure better performance and succession planning
• Build and manage the team towards a customer-focused and professional culture, master call center strategies and lead by example
• Perform other duties as assigned

Preferred Qualifications

Have experience with 24/7/365 Call Center