Call Center Manager

The Call Center Manager is responsible for overseeing the daily operations and management of the call center team. This individual ensures that customer service objectives are achieved while maintaining the company’s standards for quality.

• Education: Bachelor's degree in Business Administration, Communications, or a related field.

• Experience: Minimum of 5 years in a call center environment with at least 3 years in a managerial role.

• Strong understanding of call center metrics and performance standards.

• Proficient in using call center software and tools.

• Excellent verbal and written communication skills.

• Strong leadership and team management abilities.

• Problem-solving and decision-making aptitude.

Physical Requirements & Work Environment:

• This role may require long periods of sitting and use of telephonic and computer equipment.

• Noise level in the primary work environment is usually moderate.

1.       Operational Management:

·         Oversee daily operations of the call center, ensuring efficiency and adherence to company policies.

·         Monitor and review call center agents' performance to ensure quality assurance standards are met.

·         Manage and deploy the staffing based on call volume and service level objectives.

2.       Team Leadership and Development:

·         Hire, train, and onboard new call center agents as required.

·         Provide regular feedback and coaching to agents, leading regular performance reviews.

·         Develop and maintain a motivated and performance-driven team culture.

3.       Reporting & Analysis:

·         Generate and present regular reports on call center metrics, like average handle time, first call resolution, and customer satisfaction.

·         Analyze trends and provide actionable insights to senior management to drive continuous improvement.

4.       Customer Escalations:

·         Handle escalated customer issues, complaints, or inquiries to ensure swift resolution and customer satisfaction.

5.       Continuous Improvement:

·         Implement and drive initiatives to improve processes, training, and tools to enhance call center performance.

·         Stay updated with the latest industry best practices and technologies.

6.       Stakeholder Collaboration:

·         Collaborate with internal departments to address customer feedback and streamline inter-departmental processes.