Call Center Manager 25N25

The Call Center Manager is an integral role responsible for overseeing the daily operations of our dynamic call center. The ideal candidate will lead a team of customer service professionals, ensuring the delivery of excellent service to our clients and maintaining high levels of customer satisfaction. They will be responsible for formulating strategies to improve the efficiency and effectiveness of call center operations. With a keen eye on performance metrics and a strong ability to motivate the team, the manager will drive business objectives and boost the morale of the call center agents. The successful candidate should possess excellent leadership and communication skills as well as a deep understanding of call center operations.

Responsibilities

• Oversee and manage the daily operations of the call center effectively.
• Develop and implement policies and procedures to improve operational efficiency.
• Monitor and assess the performance of call center agents and provide feedback.
• Lead, mentor, and motivate the call center team to achieve targets.
• Establish customer service goals in alignment with company objectives.
• Analyze call center statistics and report on trends and patterns.
• Resolve escalated customer issues and ensure customer satisfaction.
• Coordinate training sessions and workshops for continuous team improvement.
• Maintain high levels of product knowledge to assist team and customers.
• Prepare and present reports on call center performance to higher management.
• Foster a positive and professional work environment in the call center.
• Coordinate with other departments to manage service-related challenges effectively.

Requirements

• Bachelor's degree in Business Management or related field preferred.
• Proven experience in a call center management role for 3 or more years.
• Strong leadership skills with the ability to manage and motivate staff.
• Excellent verbal and written communication skills are essential.
• Proficient in using call center software and CRM tools efficiently.
• Strong analytical skills to evaluate performance metrics and make improvements.
• Ability to handle stressful situations and resolve conflicts effectively.