Job Description
Job Description
Benefits / Perks
- Competitive Compensation
- Paid Time Off
- Career Growth Opportunities
Job Summary
We are seeking an experienced Call Center Manager to join our team. In this role, you will oversee our call center's daily operations and personnel, doing everything possible to maximize efficiency, lower overhead, and achieve company goals.
Your responsibilities will include managing staff, developing key performance indicators, and tracking and reporting on productivity.
Responsibilities
- Hire, train, and manage call center employees capable of providing excellent customer service
- Oversee call center operations, making improvements to telephone skills and other procedures
- Create goals and objectives for the call center and document performance using key performance indicators
- Develop and implement policies and procedures that maximize productivity
- Prepare and present reports on call center statistics to upper management
Qualifications
- High school diploma / GED is required, college experience is preferred
- Valid Certified Call Center Manager (e.g. CCCM) certification is preferred
- Previous experience as a call center manager or in a similar managerial position
- Strong grasp of customer service metrics and key performance indicators in a call center setting
- Knowledge of budgeting, reporting, and basic financial analysis concepts
- Highly skilled in Microsoft Office and call center software
- Excellent verbal, written, and interpersonal communication skills
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