The DeKalb County School District is seeking an experienced and professional Call Center Manager.
Salary Grade / Schedule :
Salary Schedules :
The material contained herein is subject to change. All open positions offered by the DeKalb County School District are subject to specific job requirements.
The DeKalb County School District is an equal opportunity employer, and all hiring decisions are subject to federal, state, and local employment laws and regulations.
Title : Manager, Call Center
The Customer Service Call Center Manager is responsible for overseeing the daily operations of the call center, ensuring customer satisfaction, and maintaining a high level of service quality.
This role includes managing call center agents, developing strategies for performance improvement, and ensuring compliance with district policies and procedures.
The manager will also handle escalations, analyze performance metrics, and implement solutions to improve operational efficiency.
Essential Functions :
- Oversee day-to-day call center operations to ensure smooth workflow and optimal customer support.
- Manage scheduling and workload distribution and ensure adequate staffing levels.
- Collaborate with other departments to streamline communication and processes.
- Ensure all team members adhere to call center policies, procedures, and industry regulations.
- Develop and implement quality assurance programs to maintain high service standards.
- Analyze customer feedback and call data to identify trends and areas for improvement.
- Work on strategies to enhance customer experience, improve satisfaction ratings, and reduce response times.
- Prepare regular reports for senior management and suggest action plans for performance improvement.
- Supervise, train, and mentor call center staff to meet customer service goals.
- Monitor and evaluate call center agents’ performance, providing regular feedback and coaching.
- Set performance targets, KPIs, and SLAs (Service Level Agreements) to align with district objectives.
- Handle escalated customer issues and provide resolution in a timely manner.
MINIMUM QUALIFICATIONS
- An Associate’s degree with a minimum of seven years of call center experience is required. In the absence of an Associate's degree, a total of eleven years of call center experience may be considered.
- A Bachelor’s degree in a closely related field from a Georgia Professional Standards Commission-approved accredited college or university is preferred.
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