Job Description

Call Center Manager 

Position Summary: 

The Call Center Manager is responsible for leading and optimizing the call center's operations to deliver exceptional customer experiences. This role requires a strong understanding of call center technologies, IVR routing, and process-driven methodologies. The ideal candidate is an excellent communicator, skilled at building relationships, and capable of managing multiple initiatives while driving efficiency and continuous improvement.  This position will report to the Customer Care Center Leader and is remote 

Primary Duties and Responsibilities: 

• Provides direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner.  
• Manages call traffic control and agent work groups and Call Reporting. 
• Optimize Quality Assurance best practices to help enhance the quality of the service the Customer Care Center team provides to customers, which includes level loading and call trafficking. 
• Provide statistical and performance feedback and coaching regularly through Quality Assurance call monitoring, and holding agents accountable for all performance standards, through proper use of reports and trend analysis. 
• Handles escalated customer service issues, ensures proper follow-up and documentation. 
• Establishes work procedures and processes that support the company and departmental standards, procedures, and strategic directives. 
• Provides continual evaluation of processes and procedures to meet the department’s financial objectives. 
• Ensures employees have appropriate training and other resources to perform their jobs. 
• Available for employees who experience work and/or personal challenges, providing appropriate coaching, counseling, corrective action, direction, and resolution. 
• Create, communicate, and present reporting as it relates to the nature of the business. Provide trend summaries and training opportunities. 
• Works as a member/leader of special or ongoing projects that are important to area/process improvement. 
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. 
• Performs other duties as assigned 

Skills Required: 

• Strong organizational skills 
• Excellent written and verbal communication skills 
• Ability to communicate effectively with internal and external customers 
  
   
  • Proven ability to multi-task and manage timelines and deadlines 
  • Pay close attention to detail, accuracy, and completeness 
  • Demonstrate strong problem-solving skills, and customer service skills 
  • Proficient computer skills including using Microsoft Office Suite, particularly Excel, Outlook, Word, and PowerPoint 
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations 
  • Ability to use sound judgement to make good decisions based on information gathered and analyzed 
    • Willing to take responsibility and act independently when necessary

• Education and Experience: 

  • Bachelor’s degree in Business, Communications, or related field (or equivalent experience)
  • 5+years of experience in call center operations, with at least 2 years in a leadership role
  • Proficiency in call center technologies, including IVR routing and workforce management systems.
  • Strong process orientation with proven ability to implement operational improvements.
  • Excellent communication and relationship-building skills.
  • Ability to manage multiple priorities and drive results in a fast-paced environment.

• Physical Requirements: 

  • Ability to sit and stay focused for long periods of time
  • Vision correctable to 20/20
    Finger dexterity for keyboarding and computer usage

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